{"id":2521357,"url":"https://alion.io/job/albiware-customer-support-specialist-2","title":"Customer Support Specialist","company":{"id":3778546,"name":"Albiware","domain":"albiware.com","url":"https://alion.io/company/albiware-inc","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":58,"open_postings":10,"ghost_share":0.7,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":69000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1202},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"HubSpot","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"QuickBooks","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-06-02T00:00:00Z","employer_posted_date":"2026-06-02","last_verified_at":"2026-10-25T17:42:24Z","board_verified":true,"closed_at":null,"days_open":145,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":145},"description":"About Albiware\nAlbiware 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.\nAbout the Role\nWe 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.\nThis 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.\nKey Responsibilities\nRespond to inbound customer inquiries via Intercom and Hubspot (chat and email) with clear, accurate, and professional communication.\nDiagnose product and account issues; reproduce reported problems and identify root cause.\nDocument confirmed bugs in Jira with reproduction steps, screenshots, and customer impact details.\nVerify engineering fixes in QA prior to release and conduct regression testing.\nAuthor and maintain customer-facing Help Desk articles in HubSpot and internal SOPs in Confluence.\nPartner with Product, Engineering, Customer Success, and Billing on customer escalations and feature rollouts.\nRequirements\nRequired Qualifications\n0-1 years of professional experience in customer service, technical support, or a related customer-facing role.\nAssociates Degree or higher\nExcellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.\nStrong problem-solving skills and attention to detail.\nAbility to manage multiple priorities in a fast-paced environment.\nDemonstrated ability to learn new software platforms and workflows quickly.\nCustomer-focused mindset with a commitment to professional, empathetic communication.\nPreferred Qualifications\nPrior experience in a SaaS, technical support, or help desk environment.\nFamiliarity with Intercom, Jira, Confluence, or HubSpot Service Hub.\nExperience authoring help center articles, SOPs, or technical documentation.\nBackground or interest in the restoration, construction, insurance, or field services industries.\nBasic familiarity with QuickBooks or other accounting software.\nBasic familiarity with SQL.\nBenefits\nBenefits\nWe'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.\nWe offer a generous compensation package which includes:\nGood balance of personal autonomy and team collaboration on projects.\nWorking with a team of smart, kind humans passionate about leveraging technology to solve real-world problems.\nBe in an environment where your input is highly valued and personal growth is prioritized.\nInteresting and challenging work.\nCompetitive salary.\nGenerous PTO.\nMedical, dental, and vision insurance coverage.\nRegular team events and off-sites.\nContinuing education, mentoring, and career development opportunities.\n401K Plan + Matching.\nNote: 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.\nYour journey is your own, and we're here to help you thrive, no matter your starting point.","description_format":"text","description_chars":4193,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Insurance coverage","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T11:08:30Z"}],"visa":[],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.084,"p_room":0.28,"age_days":145,"expected_fill_days":28,"reasons":["conf:10","agency","stale_co","ghost","win:tail","crowd:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/albiware-customer-support-specialist-2","json_url":"https://alion.io/job/albiware-customer-support-specialist-2.json","meta":{"generated_at":"2026-10-25T20:59:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29620,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3778546},"rest":"https://alion.io/mcp/rest/get_company?id=3778546"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falbiware-customer-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falbiware-customer-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falbiware-customer-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/albiware-customer-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falbiware-customer-support-specialist-2"}]}