Customer Support Specialist

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Address incoming customer inquiries through HubSpot chat and email.

• Analyze product and account issues, replicate reported problems, and determine root causes.

• Record confirmed bugs in Jira, including reproduction steps, screenshots, and details on customer impact.

• Validate engineering solutions in QA prior to release and carry out regression testing.

• Create and update customer-facing Help Desk articles in HubSpot.

• Keep internal SOPs updated in Confluence.

• Collaborate with Product, Engineering, Customer Success, and Billing on customer escalations and feature launches.

• Provide prompt and precise technical support to Albi customers.

• Act as the primary contact for incoming customer inquiries.

• Assess and document product issues for the engineering team.

⛳️ Requirements

• 2+ years of relevant experience in customer service, technical support, or a similar customer-facing position.

• An Associate's Degree or higher.

• Outstanding written and verbal communication abilities, with a knack for explaining technical concepts to non-technical individuals.

• Strong analytical skills and meticulous attention to detail.

• Capability to handle multiple priorities in a dynamic environment.

• Proven ability to quickly learn new software platforms and workflows.

• Customer-oriented mindset with a dedication to professional and empathetic communication.

• Previous experience in a SaaS, technical support, or help desk setting.

• Familiarity with Intercom, Jira, Confluence, or HubSpot Service Hub.

• Experience in creating help center articles, SOPs, or technical documentation.

• Background or interest in restoration, construction, insurance, or field services industries.

• Basic knowledge of QuickBooks or other accounting software.

• Basic understanding of SQL.

🏝️ Benefits

• Competitive salary (in USD).

• Generous paid time off (PTO).

• Company-provided laptop.

• Healthy balance of personal independence and teamwork on projects.

• Opportunity to work with a team of intelligent, compassionate individuals who are dedicated to using technology to address real-world challenges.

• A workplace where your contributions are highly regarded and personal development is emphasized.

• Engaging and stimulating work.

• Regular team events.

• Ongoing education, mentoring, and career advancement opportunities.