Product Support Specialist at Rundoo

Chicago, Illinois, United States

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$65,000 – $80,000Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Building Materials, RetailIndustries

Requirements

Exceptional attention to detail - Catch discrepancies others miss, especially with numbers and data
Strong independent problem-solver - Troubleshoot ambiguous issues without constant hand-holding
Excellent written and verbal communication - Explain complex concepts clearly to non-technical small business owners
Organizational excellence - Manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
Customer-centric mindset - Enjoy helping people and build positive relationships even when customers are frustrated
Comfort with ambiguity - Navigate situations without clear answers through research and creative thinking
Smart, hungry to learn, and thrives on solving problems independently
Valuable (but not required): Prior experience in relevant backgrounds

Responsibilities

Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions
Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers
Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems
Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation
Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues
Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources
Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction

Skills

Intercom

ERP

POS

Inventory Sync

Accounting Reconciliation

Troubleshooting

Customer Support

User Training

Rundoo

Web-based platform for retail operations management

About Rundoo

Rundoo offers a web-based platform that helps retail businesses, especially paint stores, manage operations and connect with customers. Its main product is an integrated point-of-sale (POS) system that includes a mobile app for customers, allowing for quick access to information and facilitating faster payments. Rundoo differentiates itself by providing secure card storage and an easy-to-use interface for new employees, along with a search engine for effective record-keeping. The company's goal is to enhance customer experiences and improve business operations to drive sales growth.

None, CaliforniaHeadquarters

2021Year Founded

$10.7MTotal Funding

SERIES_ACompany Stage

Consumer Software, Enterprise Software, CybersecurityIndustries

11-50Employees

Benefits

health, dental, & vision insurance

Lunch provided daily

401k

Gym membership

Commuter benefits

Company Libro subscription

Unlimited PTO

Dog-friendly office

Risks

Increased competition from established POS providers like Square and Shopify.

Potential data privacy concerns with mobile apps as consumers become more cautious.

Economic downturns could reduce retail spending on new technologies like Rundoo.

Differentiation

Rundoo offers a mobile app transforming the shopping experience with instant information access.

The platform provides secure card storage without needing PCI compliance, enhancing security.

Rundoo's search engine enables excellent record-keeping, fostering customer loyalty.

Upsides

AI-driven inventory management can optimize stock levels, reducing waste for retail stores.

Contactless payment solutions are expected to grow by 20% annually, enhancing payment features.

Omnichannel retailing supports Rundoo's integrated platform for seamless online and offline experiences.

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