Job Description

At eBay, we're more than a global ecommerce leader -- we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.


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.

About the team:

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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.

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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:

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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:

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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.

Please see the Talent Privacy Notice for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.


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.



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