Hi,
I'm the recruiter for a Helpdesk Specialist with a 30- year insurance industry business solutions services company
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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