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Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

** Please note: Applicants MUST be a current member of the TCGplayer CX team to be considered for this role**

TCGplayer provides world-class customer service and technical support to our customers seven days a week via email and social media. Our customer service team consists of Tier 1, Tier 2 and Tier 3 agents who assist our customers with order inquiries, product support, and troubleshooting technical issues all across the globe. We always strive to go beyond for our customers and provide an exceptional customer experience.

As a Tier 3 Support Analyst in our Customer Service team you will work closely with teammates in Tier 1, Tier 2, Customer Service management, Customer Success, Sales, Product and Engineering to diagnose and resolve buyer and seller issues and incidents. 

Essential Functions

• Act as first-line technical support for our customers by researching, diagnosing and resolving issues and questions

• Investigate escalated tickets and issues to determine proper resolution

• Coordinate with Technical teams and Customer Service management to create customer responses for support issues

• Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams

• Document issues or requests to identify user needs 

• Replicate, research and document issues for Technical teams to resolve 

• Engage with Technical and Product teams in order to resolve customer issues and incidents

• Create knowledge base documentation in order to ensure operational efficiency

• Answer customer email requests, questions and complaints in a timely manner

• Become an expert on our suite of tools and website

• Perform research and analysis as needed

Secondary Functions

• Assist with training various teams on the systems and solutions available through the platform

• Share best practices and expert product knowledge with teammates in order to continuously improve efficiency and quality of technical support provided to our customers 

• Prepare qualitative feedback analysis and reports for Product and Product Design teams and other internal stakeholders

• Help audit and update the macros we use for responding to customers experiencing issues and incidents

• Regularly review our existing SOPs (Standard Operating Procedures) for needed updates, and routinely suggest new SOPs and assist with the creation of them

• Take on other duties, tasks and projects as assigned by management

Competency (Knowledge, Skills and Abilities)

• Empathetic, with the ability to connect with customers and let them know you care about their issues 

• Able to maintain a positive and professional attitude toward customers at all times

• A problem solver who is comfortable making decisions independently

• Able to explain complex information or instructions in a simple and understandable way

• An awesome teammate that can lead or follow when needed and loves to collaborate

• Detail oriented and committed to providing excellent documentation and digital paper trails so that other analysts can follow in their footsteps

• Excellent time management skills and the ability to follow up on multiple issues and customer service requests simultaneously

Required Qualifications

• A minimum of 2 years of technical support experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred) or related field (internal incumbents may substitute in-company experience in lieu of technical support experience requirements)

• Comprehensive experience with databases, SQL, runbooks and/or Python 

• Comprehensive experience with ticketing, help desk or escalation/incidents systems

• Comprehensive experience with troubleshooting via email, live chat and phone

• Strong technical documentation skills

Preferred Qualifications

• Bachelor’s degree in computer science or other technical discipline

• Experience with Jira, Confluence, Zendesk and/or Salesforce 

• Familiarity with the collectible gaming industry 

• ITIL certification

Physical Demands

The role involves the following physical demands on a regular basis:

• Mobility to work in a standard office setting and use standard office equipment, including a computer

• Sitting or standing for an extended period of time, up to eight hours per day

• Ability to use vision to read computer screen and read printed materials

• Frequently required to stand, talk and hear

Work Environment

• Ability to work in an open office environment

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Details

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

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.

Remote roles are not eligible for U.S. visa sponsorship.

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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