Helpdesk Specialist

About the job Helpdesk Specialist

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 () 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

What We Offer