Customer Support Specialist
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
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
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
