{"id":2521348,"url":"https://alion.io/job/albiware-customer-support-specialist","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":"2026-10-15T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"CST","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"structured","locations":["Karachi, Pakistan"],"countries":["PK"],"hiring_countries":["PK"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"HubSpot","optional":false},{"name":"Jira","optional":false},{"name":"Intercom","optional":true},{"name":"QuickBooks","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-15T06:03:19Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":29},"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 role is 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 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.\nHours: 12:00 PM - 9:00 PM CST (8-hour shift + 1 hour break) Mon-Fri. In Karachi that's 11:00 PM - 8:00 AM PKT during US winter and 10:00 PM - 7:00 AM PKT during US daylight saving. Please only apply if a night shift works for you long-term.\nKey Responsibilities\nRespond to inbound customer inquiries via 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\n2+ 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\nWe offer a generous compensation package which includes:\nCompetitive salary. (in USD).\nGenerous PTO.\nCompany laptop.\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.\nEnvironment where your input is highly valued and personal growth is prioritized.\nInteresting and challenging work.\nRegular team events \nContinuing education, mentoring, and career development opportunities.","description_format":"text","description_chars":3440,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Pakistan","iso":"PK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T11:08:30Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.315,"p_room":0.75,"age_days":29,"expected_fill_days":31,"reasons":["conf:4","agency","stale_co","win:late","comp:junior"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/albiware-customer-support-specialist","json_url":"https://alion.io/job/albiware-customer-support-specialist.json","meta":{"generated_at":"2026-10-15T08:55:11Z","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":13532,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"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"},{"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"},{"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"},{"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\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falbiware-customer-support-specialist"}]}