SaaS Customer Support Specialist (On-Site)

Andasol Management, Inc.; El Segundo (CA); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k Retirement Plan

Vacation and Sick Time

Remote work option (20 days)

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 contact for clients, handling chat, email, and phone inquiries from HQ in El Segundo, CA. You will resolve routine questions, guide facility staff through workflows, and hand off complex issues to Technical Support while maintaining warm, proactive client communication throughout the ticket lifecycle.

The role emphasizes quick response times, accuracy in documenting issues, and strong product knowledge to improve user

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 the facts on every issue: who is affected, which facility, what happened, what the client expected, and screenshots or examples
• Identify issues that need Technical Support and hand them off with a complete, well-documented ticket so the client is never asked to repeat themselves
• Route hardware and legacy product cases to the Hardware and Legacy support team
• Stay the client's point of contact on handed-off cases, follow up on progress, and close the loop when the issue is resolved
• Log every client feature request in Intercom so Product can triage it
• Learn the QuikStor platform through onboarding and the recurring feature training sessions, and stay current on each release
• Use help center articles and macros to give consistent answers, and flag gaps and outdated content
• Turn recurring questions into suggestions for new help center articles and macros
• Schedule and Coverage
• Work Pacific Time business hours on-site at HQ in El Segundo
• Participate in coverage planning for holidays and peak periods
• First response time against the team targets
• Share of conversations resolved at first contact, without escalation
• Client satisfaction scores on closed conversations
• Handoff quality, measured by how often Technical Support can act on a handed-off case without going back to the client
• Follow-through, with no client left waiting on an update
• Help center and macro contributions

Skills

Customer service

Ticketing systems

Written communication

Queue management

Tools

Intercom

Zendesk

Freshdesk

HubSpot Service Hub

ServiceNow

Job description

QuikStor is seeking a Customer Service Representative to be the first contact for clients, handling chat, email, and phone inquiries from HQ in El Segundo, CA. You will resolve routine questions, guide facility staff through workflows, and hand off complex issues to Technical Support while maintaining warm, proactive client communication throughout the ticket lifecycle.

The role emphasizes quick response times, accuracy in documenting issues, and strong product knowledge to improve user