User Support Specialist
Tekton
Apply to this job Grand Rapids, MI on site Until 8/21/2026 First posted July 9, 2025 Last posted July 9, 2025
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 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
- https://apply.tekton.com/tekton/form/EmploymentApplication1/formperma/YT-8eSRz3lf1TUGLMqNpbRmga-Xq1DYkB3hdITgkCGM
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 this role
Summary
Provide support, troubleshoot issues, process orders and warranty requests for end users.
Job title
User Support Specialist
Experience level
experience in customer service
Industry
retail
Location requirements
Located in Grand Rapids, MI; remote work not specified.
Salary
$50,000 - $65,000 per year
Management role
No
Skills & keywords
Required skills
customer servicedata managementhand toolscommunication
Preferred skills
None specified
Specializations
supportorder processingwarrantytroubleshootingcommunication
Locations
Structured locations inferred from the posting.
Grand Rapids, MI, USA
On-site City