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 - **•** Contribute to making 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 ### How to apply - ### 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.