Helpdesk Specialist Job at Employment Process Group, Downers Grove, IL

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  • Employment Process Group
  • Downers Grove, IL

Job Description

Helpdesk Specialist

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

Employment Process Group

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