User Support Specialist

Role Summary

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

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

Additional Information

• https: //apply.tekton.com/tekton/form/EmploymentApplication1/formperma/YT-8eSRz3lf1TUGLMqNpbRmga-Xq1DYkB3hdITgkCGM

About the department

• The User Services department maintains our industry-leading reputation for impressive support and warranty. They also oversee and continue to grow our student program and business purchasing program.