Customer Support Specialist
Chicago, United States On-site
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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.
What you'll bring
- 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.
- 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.