Job Description
Helpdesk Specialist
I'm the recruiter for a Helpdesk Specialist with a 30-year insurance industry business solutions services company in Downers Grove, IL location; hybrid schedule. Salary to $50K or MORE, PTO, 100% Paid Benefits, Growth.
As Helpdesk Specialist at ASNOA, a fully integrated insurance industry services provider- you'll lead daily operations of the support ticketing system, ensuring customer/internal inquiries are resolved efficiently/accurately/professionally.
Highlights:
- Use HubSpot Service Hub to assign/monitor/escalate support tickets to ensure timely resolution
- Design/implement/improve HubSpot ticket pipelines (SLAs/workflows/automation)
- Analyze ticket trends/generate reports to identify areas for improvement
- Train/support team members using HubSpot's service tools
- Maintain Knowledge Base/ensure support articles are up to date
- Monitor KPIs: first response time, resolution time, customer satisfaction, ticket backlog, etc.
- Collaborate with CRM admins, optimizing HubSpot Service/Marketing/Sales Hubs integrations
- Manage escalations/ensure customer concerns are addressed
- Liaise between customer support agents & other departments
Requirements:
- Around 3+ years' recent directly relevant experience including:
- Customer support, help desk, or service desk management roles
- 1+ years experience managing ticketing systems in HubSpot Service Hub (or equivalent CRM)
- HubSpot pipelines, workflows, and reporting tools
- Familiarity with SLAs, ticket routing, customer experience KPIs
- Knowledge of integrations, knowledge base systems, basic CRM admin a plus
- SaaS/B2B support with tools like intercom, Zendesk, or Freshdesk (for comparison)
If you remain interested, we'll get you to the hiring manager for a next-step conversation.
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