Customer Support Specialist

Tekton; Grand Rapids (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Hospital indemnity

Long-term disability

Paid time off

401(k)

Tuition reimbursement

Job summary

Tekton, Inc. in Grand Rapids, Michigan, is seeking a User Support Specialist to deliver world-class help to end users and ensure a remarkable Tekton experience.

You will resolve order and tool related questions via phone, live chat, email, or support cases, review warranty requests, screen for issues, and assist with returns and payments while maintaining a positive, fast-paced service mindset. Join a team led by the Head of User Services and contribute to ongoing customer satisfaction, warranty

Qualifications

• Experience in customer service, data management, or related fields.
• Eligible to work in the United States without visa sponsorship.
• Excellent communication and problem-solving abilities.

Responsibilities

• Handle end-user questions via phone, live chat, email, or support cases.
• Review and process tool warranty requests.
• Address issues with orders including screening for fraud, shipping errors, returns.
• Troubleshoot Tekton.com issues and improve user experience.
• Contribute to an exceptional Tekton.com experience for end users.
• Review and process orders and payments.

Skills

Customer service

Data management

Communication skills

Multitasking

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
• 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.