Customer Support Specialist

Tekton; Grand Rapids (MI); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

401(k) program

Tuition reimbursement

Paid time off

Job summary

A family-owned company in Michigan is seeking a User Support Specialist to deliver exceptional support to end users. You will address order-related queries, manage warranty requests, and troubleshoot website issues. The ideal candidate has strong communication skills and experience in customer service, coupled with a good understanding of hand tools. This position offers comprehensive benefits, including health insurance and paid time off.

Qualifications

• You are authentic, helpful, and personable.
• You have exceptional values including honesty, integrity, and empathy.
• You can manage multiple requests at once.

Responsibilities

• Field end users’ order and tool-related questions through various channels.
• Review and process tool warranty requests.
• Help troubleshoot issues users experience on Tekton.com.

Skills

Excellent communication skills

Ability to work at a fast pace

Knowledge of hand tools

Experience in customer service

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

Qualifications

• 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

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.