Helpdesk Specialist

Job Description

Job Description

Job Title : Helpdesk Specialist

Company : ASNOA (Agent Support Network of America)

Location : Downers Grove, IL (Hybrid Schedule)

Type : Full-Time

Salary : $50,000+ annually, with full benefits

About ASNOA

ASNOA (https : / / asnoa.com / ) is a fully integrated business services and support network for independent insurance agents, with over 30 years of industry expertise. We offer innovative technology solutions, training, back-office support, and marketing tools to help agencies grow and succeed.

About the Role

As a Helpdesk Specialist , you'll manage the daily operations of our support ticketing system, ensuring all internal and external inquiries are handled with accuracy, professionalism, and efficiency. You'll play a key role in optimizing our customer experience by leveraging HubSpot Service Hub tools and improving internal processes.

Key Responsibilities

Lead daily management of the HubSpot Service Hub ticketing system, including ticket assignment, monitoring, and escalation.

Design, implement, and optimize ticket pipelines, workflows, SLAs, and automation processes.

Analyze ticket trends and generate reports to identify recurring issues and areas for improvement.

Train and support team members in the use of HubSpot service tools.

Maintain and update the company's Knowledge Base , ensuring articles remain accurate and accessible.

Monitor customer service KPIs such as first response time, resolution time, customer satisfaction, and ticket backlog.

Collaborate with CRM administrators to enhance integration between HubSpot Service, Marketing, and Sales Hubs.

Manage ticket escalations and ensure prompt resolution of customer concerns.

Serve as a liaison between support agents and other internal departments to streamline communication and resolution.

Requirements

Approximately 3+ years of experience in help desk, customer support, or service desk roles.

At least 1 year of hands-on experience managing HubSpot Service Hub or a similar CRM platform.

Strong familiarity with SLAs, customer support KPIs, ticket routing, and CRM workflows.

Experience in SaaS or B2B support environments using tools like Intercom, Zendesk, or Freshdesk.

Knowledge of CRM integrations, knowledge base systems, and basic CRM administration is a plus.

Excellent communication skills, attention to detail, and a proactive mindset.

What We Offer

Salary $50,000+ , depending on experience

100% paid benefits

Paid time off (PTO), holidays, and sick leave

Hybrid work schedule based in Downers Grove, IL

Clear path to growth within a stable, tech-forward company