Job Description

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

• 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

Job Tags

Full time,

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