User Support Specialist

2 days ago

Grand Rapids, Michigan, United States Tekton Full time
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, and hospital indemnity 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.

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