Helpdesk Specialist
Listed on 2026-02-01
-
IT/Tech
HelpDesk/Support, Technical Support -
Customer Service/HelpDesk
HelpDesk/Support, Technical Support
Company: ASNOA (Agent Support Network of America)
Location: Downers Grove, IL (Hybrid Schedule)
Type: Full-Time
Salary: $50,000+ annually, with full benefits
About ASNOAASNOA ( ) 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 RoleAs 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 Hub Spot Service Hub tools and improving internal processes.
Key Responsibilities- Lead daily management of the Hub Spot 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 Hub Spot 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 Hub Spot 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.
- Approximately 3+ years of experience in help desk, customer support, or service desk roles.
- At least 1 year of hands-on experience managing Hub Spot 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.
- Salary $50,000+, depending on experience
- 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
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).