Hybrid Product Support Specialist for SMB ERP Growth

Rundoo, Inc.; Chicago (IL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Equity grant

Job summary

Rundoo, Inc. in Chicago, IL is seeking a Product Support Specialist to serve as the primary contact for independent hardware and paint store clients. You will solve problems across our ERP platform—from POS to inventory and accounting questions—and work with a cross-functional team for coast-to-coast coverage.

The role emphasizes problem-solving, clear communication, and data-driven analysis. A strong eye for detail and ability to adapt in a fast-paced startup will help you succeed.

Qualifications

• Exceptional attention to detail and numerical literacy.
• Strong independent problem-solving skills with minimal guidance.
• Excellent written and verbal communication for non-technical clients.
• Organizational excellence to manage multiple tickets.
• Customer-centric mindset focused on helping small business owners.
• Comfort with ambiguity and adapting to changing priorities.

Responsibilities

• Provide exceptional support via Intercom chat, email and phone to hardware and paint store owners and staff.
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation and user training questions.
• Perform data analysis and reconciliation using spreadsheets to investigate balance discrepancies.
• Collaborate with Engineering to communicate issues and help troubleshoot problems.
• Leverage AI-assisted tools to improve response quality and documentation.
• Partner with Client Success by escalating at-risk accounts and identifying training needs.
• Contribute to knowledge base by documenting solutions and Notion articles.
• Maintain metrics such as <24hr resolution time for 90%+ tickets and <5min first response time.
• Support cross-training across shifts and high-volume periods.
• Help clients understand their numbers and grow with the platform.
• Engage with the team and participate in ongoing product improvements.

Skills

Exceptional attention to detail

Strong independent problem-solver

Excellent written and verbal沟通

Organizational excellence

Customer-centric mindset

Comfort with ambiguity

Tools

Intercom

Zendesk

Notion

Google Sheets

Job description

Rundoo, Inc. in Chicago, IL is seeking a Product Support Specialist to serve as the primary contact for independent hardware and paint store clients. You will solve problems across our ERP platform—from POS to inventory and accounting questions—and work with a cross-functional team for coast-to-coast coverage.

The role emphasizes problem-solving, clear communication, and data-driven analysis. A strong eye for detail and ability to adapt in a fast-paced startup will help you succeed.