Global Support Specialist, eBay
Office located in South Ruislip, London
Leading online marketplace
Job no longer available
Leading online marketplace
1001+ employees
Job no longer available
Office located in South Ruislip, London
1001+ employees
Company mission
To connect people and build communities to create economic opportunity for all.
Role
Who you are
- 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
What the job involves
- 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
- You will be working on a global team, with many team members based in North America and other time zones
- 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)
Salary benchmarks
Our take
Founded in 1995 as an online auction platform primarily catering to collectibles, eBay quickly emerged as a pioneer in connecting buyers and sellers in the digital realm. This early success propelled eBay to become to globally recognized leader it is today.
In the present landscape, eBay competes with industry giants like Amazon within the C2C eCommerce sector. However, eBay distinguishes itself by fostering an environment where businesses can cultivate and promote their brands on the platform, offering a tailored, community-driven experience for both sellers and buyers. By championing small businesses, eBay attracts sellers and socially conscious consumers, positioning itself in stark contrast to Amazon's corporate image.
The rising consumer interest in sustainability has presented economic opportunities for eBay, particularly as younger demographics gravitate toward purchasing pre-owned items. in response, eBay has directed its marketing efforts toward Gen Z customers and formed partnerships with cultural phenomena like Love Island, further solidifying its appeal among contemporary audiences.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Company benefits
- Comprehensive and competitive health and wellness program designed to meet your unique needs.
- We strive to provide programs that help support both mind and body, including quality healthcare insurance, wellness programs and preventative care.
- Stock Purchase Plans
- Retirement Savings and Pension Plans
- Stock Awards
- Life Insurance and Disability Benefits
- Credit Union Memberships
- Balancing work & life - eBay believes in providing you with the opportunity to be your best self in your professional and personal life. In addition to supporting flexible workstyles including hybrid and remote, eBay offers 4 weeks of paid sabbatical time for every 5 years of service
- Giving back to our community - We provide our employees around the globe with opportunities to have a positive impact on their local communities. Through the eBay Foundation, our company matches donations to eligible nonprofits up to $10,000 per employee per year. And our employee-led volunteer groups organize local giving and volunteering activities throughout the world
Company HQ
Greylands, San Jose, CA
Leadership
Jamie Iannone
(CEO, not founder)Studied at Princeton and Stanford University. Held executive roles at Walmart, Barnes & Noble, and The Children's Place, before becoming CEO of eBay in April 2020.
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