Job Description

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 excellent communication skills
• You have exceptional values including honesty, integrity, and empathy

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

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.

About the company: Tekton, Inc. is a family-owned company in Grand Rapids, Michigan. We are dedicated to making the best hand tools you will ever own, and we start by designing the products that we personally believe in and want to own ourselves. We focus especially on tools used in mechanical and assembly work; our core categories include systems of hand drive sockets and ratchets, impact sockets, wrenches, screwdrivers, and pliers.

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