Remote SaaS Support Specialist — NJ (Equity Options)

QuikStor; Englewood (NJ); Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k Retirement Plan

Vacation and Sick Time

Annual Bonus

Employee Assistance Program

Education Assistance Program

Employee Discount Store

Equity Opportunities

Discounted Storage

Job summary

QuikStor is seeking a Customer Service Representative to be the first point of contact for clients, handling chat, email, and phone inquiries with a focus on quick, clear responses. You will own conversations from start to finish, resolve routine questions, and guide facility staff through common workflows while escalating complex issues to Technical Support when needed.

Based in New Jersey with remote work access, you will be part of a team that measures success by response times, first-contact

Qualifications

• 2 or more years in a customer service role with direct customer contact by chat, email, and phone.
• Hands-on experience with a ticketing or help desk system such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or ServiceNow.
• Clear, friendly, and professional written communication and a calm, patient phone presence.
• Ability to manage a busy queue, prioritize, and follow through on every open conversation.
• Comfort learning new software quickly and explaining it to others in plain language.

Responsibilities

• Respond to inbound client conversations in Intercom promptly and warmly, within the team response targets.
• Resolve everyday questions directly, including how-to questions, account and login help, navigating the platform, and common workflows such as move-ins, payments, and reports.
• Walk facility staff through common tasks step by step, in plain language, over chat, email, or phone.
• Keep clients updated at every step until the issue is resolved, including when another team is working on it.
• Recognize urgency and immediately flag anything that affects a facility's ability to operate.
• Gather facts on every issue and hand off to Technical Support with complete tickets.
• Route hardware and legacy product cases to the appropriate support teams.
• Log every client feature request in Intercom for Product triage.

Skills

Customer service experience

Ticketing systems

Communication

Queue management

Learning new software

Tools

Intercom

Zendesk

Freshdesk

HubSpot Service Hub

ServiceNow

Job description

QuikStor is seeking a Customer Service Representative to be the first point of contact for clients, handling chat, email, and phone inquiries with a focus on quick, clear responses. You will own conversations from start to finish, resolve routine questions, and guide facility staff through common workflows while escalating complex issues to Technical Support when needed.

Based in New Jersey with remote work access, you will be part of a team that measures success by response times, first-contact