• 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 • Collaborate with Engineering to communicate customer issues and submit detailed bug reports • Leverage AI-assisted tools to improve response quality • Partner with Client Success team by escalating at-risk accounts • Contribute to knowledge base by documenting solutions • Maintain metrics including <24hr resolution time for 90%+ of tickets