The Support Desk Specialist handles Level 1 customer support tickets through HubSpot Service Hub, ensuring fast response times, accurate routing, and clean data for reporting and automation.

Working hours

9-5 pm EST

Responsibilities

• Handle incoming Level 1 support tickets (FAQs, basic inquiries)
• Maintain SLAs for response and resolution times
• Route escalations to appropriate US-based managers
• Tag tickets accurately for analytics and workflow triggers
• Monitor ticket queues and ensure zero backlog at week’s end

Support reports

• Ticket volume
• Response & resolution times
• Ticket categories
• Customer sentiment indicators

Qualifications

• 2-4 years in customer support or service desk roles
• Hands‑on experience with HubSpot Service Hub (preferred)
• Strong written communication skills
• SLA-driven and highly organize...