Required Qualifications 0–1 years of professional experience in customer service, technical support, or a related customer-facing role. Associates Degree or higher Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users. Strong problem-solving skills and attention to detail. Ability to manage multiple priorities in a fast-paced environment. Demonstrated ability to learn new software platforms and workflows quickly.
Customer-focused mindset with a commitment to professional, empathetic communication.
Preferred Qualifications
- Prior experience in a SaaS, technical support, or help desk environment.
- Familiarity with Intercom, Jira, Confluence, or HubSpot Service Hub.
- Experience authoring help center articles, SOPs, or technical documentation.
- Background or interest in the restoration, construction, insurance, or field services industries.
- Basic familiarity with QuickBooks or other accounting software.
- Basic familiarity with SQL.
- About Albiware Albiware is a B2B SaaS company building Albi, a project management platform purpose-built for the restoration and construction industry.
- Restoration contractors across North America rely on Albi to manage water, fire, and mold mitigation jobs, reconstruction projects, accounting integrations, and field documentation.
- We are a growing team focused on delivering a platform our customers depend on every day.
About the Role
We are hiring a Support Specialist to join our Customer Support team. This is an entry-level position responsible for delivering responsive, accurate technical support to Albi customers. You will serve as a primary point of contact for inbound customer inquiries, triage and document product issues for our engineering team, and contribute to the ongoing improvement of our customer-facing and internal documentation. This role is well suited for candidates beginning a career in SaaS support, customer success, or a related technical customer-facing field.
Training will be provided on Albi's product, support tools, and internal workflows.
Key Responsibilities
- Respond to inbound customer inquiries via Intercom and Hubspot (chat and email) with clear, accurate, and professional communication.
- Diagnose product and account issues; reproduce reported problems and identify root cause.
- Document confirmed bugs in Jira with reproduction steps, screenshots, and customer impact details.
- Verify engineering fixes in QA prior to release and conduct regression testing.
- Author and maintain customer-facing Help Desk articles in HubSpot and internal SOPs in Confluence.
- Partner with Product, Engineering, Customer Success, and Billing on customer escalations and feature rollouts.
- Benefits We're driven by purpose, fueled by high energy, and backed by venture funding.
- We're unapologetically ambitious and make sure that everyone has the support they need to succeed.
- We value building a strong company culture, being together and collaborating, which is why we are an In-Office first organization requiring our teams to be at our Oak Brook office 4 days a week.
- We offer a generous compensation package which includes: Good balance of personal autonomy and team collaboration on projects.
- Working with a team of smart, kind humans passionate about leveraging technology to solve real-world problems.
- Be in an environment where your input is highly valued and personal growth is prioritized.
- Interesting and challenging work.
- Competitive salary.
- Generous PTO.
- Medical, dental, and vision insurance coverage.
- Regular team events and off-sites.
- Continuing education, mentoring, and career development opportunities.
- 401K Plan + Matching.
- Note: As part of our continued growth, we'll be relocating to the heart of Chicago in Summer 2026.
- This role requires four day in-person participation — remote arrangements are not available.
- This is a direct-hire opportunity; we are not engaging agencies or contractors for this position.
- Candidates must be authorized to work in the United States and not require current or future visa sponsorship.
- Your journey is your own, and we're here to help you thrive, no matter your starting point.
