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 Global 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 authentication facility staff, you will assist with operational issues that arise during their day-to-day. 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, you will be working on a global team, with team members based in multiple time zones. In particular, to best assist those in the Asia Pacific time zone, flexible working hours are required such as 12-8pm MST (3 days a week), 9-5pm MST (2 days a week).

Key Responsibilities:

• Actively monitor a “support portal” and assist in the triage and support process for our tools; troubleshoot software and hardware issues in real time with authentication facility staff
• 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 organisational and time management skills.

The base pay range for this position is expected in the range below:

$60,000 - $101,500

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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