User Support Specialist Grand Rapids, MI

Job Description

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.

• • 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

• • 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

• • 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

• $50,000 - $65,000 per year

• Full‑time employees receive health, dental, vision, life, and hospital indemnity insurance; paid time off; a 401(k) program; and tuition reimbursement.

• This is a full‑time salaried position located in Grand Rapids, Michigan.

• Operations Manager

• The Direct Sales and Support department manages the experiences users have with the Tekton brand and maintains our industry‑leading reputation for impressive support. Behind the scenes, this team is also responsible for ensuring our point‑of‑sale systems run smoothly at events, schools, and on Tekton Trucks.