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.
Key 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
Produce weekly support reports:
o Ticket volume
o Response & resolution times
o Ticket categories
o Customer sentiment indicators
Required Skills & Experience
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 organized
Preferred
Experience supporting B2C customers
Familiarity with CRM-based support workflows
About 1840 & Company
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.
