Job Description

User Support Specialist

As a User Support Specialist, you will provide world-class support to end users so their entire experience with the Tekton brand is impressive.

Responsibilities

• Execute fast and helpful support, fielding end users' order and tool-related questions that come through via phone, live chat, email, or support cases
• Review and process tool warranty requests
• Address any potential issues with orders including screening for fraud, resolving shipping errors, making sure orders are sent to our Fulfillment department, and processing returns
• Help troubleshoot issues users may experience on Tekton.com
• Contribute to making Tekton.com an exceptional experience for end users
• Review and process orders and payments

Indicators of a Good Match for This Role

• You are aligned with Tekton's philosophy, ways of thinking, and work style
• You are authentic, helpful, and personable
• You are able to work at a fast pace, easily switch between tasks, and manage multiple requests at once
• You are able to use good judgment when resolving issues with end users or other parties
• You have exceptional values, including honesty, integrity, and empathy
• You have excellent communication skills

Baseline Qualifications

• Knowledge of hand tools and their applications
• Experience in customer service, data management, or related fields
• Eligible to work in the United States without visa sponsorship

Pay Range

• $50,000 - $65,000 per year

Benefits Package

• Full-time employees receive health, dental, vision, life, hospital indemnity, and long-term disability insurance; paid time off; a 401(k) program; and tuition reimbursement.

Location and Hours

• This is a full-time salaried position located in Grand Rapids, Michigan.

Direct Supervisor

• Head of User Services

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