Global Support Specialist

About the team:

eBay’s “Authenticity Guarantee” is a service designed to help buyers shop with confidence. After buying an eligible item on eBay, the seller ships the item directly to a team of qualified, professional authenticators. The authenticators thoroughly inspect and verify the item’s authenticity and quality before it is shipped out to the buyer. The service is currently offered on apparel, sneakers, watches, handbags, trading cards, and jewelry. Buyers can browse and shop eBay’s listings with the “Authenticity Guarantee” badge to receive the service. Find more information about the program here.

Job Description:

As a Support Specialist on the Authenticity Guarantee team, you will provide day-to-day support for our software and hardware tools used by our authenticators, warehouse staff, and eBay teams – this will ensure that our authentication partners and eBay staff can effectively use our tools to deliver a great authentication experience. Working closely with our authenticators, you will assist our staff with operational issues that arise in our facilities. You will manage a “support portal” where users submit tickets about operational, tech, and hardware issues in their facilities. In order to get our users timely and accurate support, you will review support tickets, ask our users clarifying questions, and understand the support priority needed. You will either directly help users or notify the broader team of engineers and product managers for further support. To provide the best customer service experience, as the broader team fixes issues, you will communicate status updates to users.

Please note this role will initially be based on-site at our Authentication Centre in South Ruislip, UK. You will be working on a global team, with many team members based in North America and other time zones.

Key Responsibilities:

• Actively monitor a “support portal” and assist in the triage and support process for our tools as well as troubleshoot software and hardware issues in real time onsite with our authenticators.
• Triage day-to-day operational and technical issues as they arise
• “Be the customer” and develop a deep understanding of the Authenticity Guarantee process and customer experience.
• Establish great working relationships with all of eBay’s authentication partners and internal stakeholders.
• Collaborate with a global team, where teammates are based across a variety of time zones.
• Assist in the launch of new cross-functional initiatives by providing on-site support.
• Travel and spend time at vendors and ebay authentication partners (25% of time).

Qualifications:

• Experience in IT support or B2B technical support.
• Experience in technical writing or documentation for end users.
• Understanding of software development process and quality assurance processes.
• Phenomenal at prioritizing opportunities and problems in a structured manner.
• Ability to communicate clearly and uplevel or go deep depending on the audience.
• Strong troubleshooting / problem solving skills.
• Ability to work on multiple projects, issues, and tasks simultaneously.
• Advanced knowledge of productivity tools such as Excel, GDocs, etc.
• Ability to work flexible hours if needed to meet deadlines or meet with cross-functional teams globally.
• Exceptional organizational and time management skills.