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About the Role

As a Tier 3 Support Analyst at TCGplayer, a part of eBay, you will join a dynamic team dedicated to changing how the world shops and sells. Our platform connects millions worldwide, pushing the boundaries of ecommerce with a commitment to authenticity, bold ideas, and inclusivity. This role demands close collaboration with Customer Service, Product, and Engineering teams to resolve complex buyer and seller issues globally, providing world-class technical customer support seven days a week.

Responsibilities

Serve as first-line technical support by investigating, diagnosing, and resolving customer inquiries and technical problems.
Handle escalated tickets thoroughly to determine effective resolutions for complex issues.
Work closely with Technical and Customer Service management teams to formulate accurate responses to customer concerns.
Evaluate, replicate, and troubleshoot customer-reported issues in collaboration with technical teams to ensure proper resolution.
Document all issues and requests to clearly define user needs and facilitate team transparency.
Develop and maintain knowledge base articles to enhance operational efficiency and support quality.
Respond promptly to customer communication through email and other channels, maintaining professionalism and empathy.
Gain expert knowledge of the tools and web platform to assist customers effectively.
Conduct research and analysis as required to support continuous improvement.
Assist in training initiatives and provide expert advice to teammates to improve overall service quality.
Produce feedback reports to internal teams including Product and Design, contributing to ongoing product development.
Regularly audit response macros and standard operating procedures, suggesting and implementing updates to improve workflow.
Take on additional assigned duties and projects as directed by management.

Qualifications

At least 2 years of experience in technical support, preferably within high-volume technology sectors such as SaaS or ecommerce; internal candidates with relevant company experience may qualify.
Strong familiarity with databases, SQL, runbooks, and scripting languages like Python.
Experience using ticketing, help desk, and escalation systems.
Proven ability to troubleshoot customer issues effectively across communication channels including email, chat, and phone.
Excellent technical documentation skills that support team knowledge and issue tracking.
A bachelor's degree in computer science or technical discipline is preferred.
Experience with tools such as Jira, Confluence, Zendesk, and Salesforce.
Knowledge of the collectible gaming industry is advantageous.
ITIL certification is a plus.

Key Competencies

Empathy and ability to connect with customers, providing reassurance and support.
Maintains a positive, professional demeanor during customer interactions.
Independently solves problems and makes sound decisions.
Communicates complex information in a clear and accessible manner.
Collaborative team player who can lead or follow as needed.
Highly detail-oriented with dedication to thorough, clear documentation.
Strong time management skills, adept at juggling multiple tasks and follow-ups.

Work Environment and Physical Requirements

Ability to work comfortably in a standard office setting using standard equipment including computers.
Capable of sitting or standing for up to eight hours daily.
Visual ability to read screens and printed materials effectively.
Regularly required to stand, speak, and hear during work activities.
Work is performed in an open office environment.

Additional Information

This role is exclusively open to existing members of the TCGplayer Customer Experience team. The position is fully remote within the United States but does not offer visa sponsorship. Compensation ranges from $23 to $24 per hour, with potential inclusion of bonuses, stock units, and a comprehensive benefits package including 401(k) and various paid leaves. Employment is at-will, with the company retaining discretion to adjust compensation based on factors such as performance and market conditions.

eBay is committed to equal opportunity employment and providing reasonable accommodations for applicants with disabilities. Applicants seeking accommodation should contact HR accordingly.

Support Analyst