Customer Support Specialist

About the role

We are hiring a Support Specialist to join our Customer Support team at Albiware. The role provides responsive, accurate technical support to users of Albi, our project‑management platform for the restoration and construction industry.

Key responsibilities

• Respond to inbound customer inquiries via HubSpot (chat and email) with clear, professional communication.
• Diagnose product and account issues, reproduce problems, and identify root causes.
• Document confirmed bugs in Jira with reproduction steps, screenshots, and impact details.
• Verify engineering fixes in QA and conduct regression testing before release.
• Author and maintain customer‑facing Help Desk articles in HubSpot and internal SOPs in Confluence.
• Partner with Product, Engineering, Customer Success, and Billing on escalations and feature rollouts.

Required profile

• 2+ years of professional experience in customer service, technical support, or a related customer‑facing role.
• Associate degree or higher.
• Excellent written and verbal communication skills, with ability to explain technical concepts to non‑technical users.
• Strong problem‑solving skills, attention to detail, and ability to manage multiple priorities in a fast‑paced environment.

Required skills

• HubSpot Service Hub (chat and email).
• Jira for bug tracking.
• Confluence for internal documentation.
• Intercom (preferred).
• Basic familiarity with QuickBooks.
• Basic familiarity with SQL.

What we offer

• Competitive salary paid in USD.
• Generous paid time off.
• Company laptop.
• Autonomy balanced with team collaboration.
• Opportunities for continuing education, mentoring, and career development.