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Mid LevelFull-timeRustAI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Product Support Specialist to join Rundoo, a fast-growing startup building cutting-edge software for building materials suppliers. You will be the primary point of contact for clients, helping independent hardware and paint store owners solve problems across our full ERP platform.
Key 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
- →Collaborate with Engineering to communicate customer issues, submit detailed bug reports, and help troubleshoot technical problems
- →Leverage AI-assisted tools 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 and creating help articles
- →Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction
Requirements
- ✓Exceptional attention to detail, especially when working with numbers and data
- ✓Strong independent problem-solving ability to troubleshoot ambiguous issues
- ✓Excellent written and verbal communication skills to explain complex concepts clearly
- ✓Organizational excellence to manage multiple priorities and maintain composure during high-volume periods
- ✓Customer-centric mindset with a genuine enjoyment of helping people
- ✓Comfort with ambiguity to navigate situations without clear answers
- ✓Comfortable learning and becoming expert in complex software
- ✓Proficient with spreadsheets for data analysis
- ✓Strong analytical skills for investigating balance discrepancies
- ✓Able to work during required hours (8am - 5pm Pacific Time)
Benefits
- ★Full medical, dental, and vision coverage (100% for you, 50% for dependents)
- ★401k with Betterment
- ★Unlimited PTO with 10 company paid holidays
- ★Daily team lunches for those in office
- ★Learning materials and audiobook subscriptions
- ★Dog-friendly office
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