eWatch Technical Associate - (US-UT-Draper - 84020)

Minimum Education: Tech School
Job Type: Full Time
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Position is in the SLC eBay Operations Center. No relocation budget available.

Global Technical Associate in Production Role and serve as a Primary Point of Contact for CS & Ops teams through phones, email and Live Chat (Talisma). Supporting Global CS teams as frontline contact team that escalates both internal tool and infrastructure issues and also external member facing issues on the site.

Work closely with CS Management, Site Ops, PD teams and our Global customers to support world-class customer service expectations. This includes daily escalation and Technnical support responsibilities and customer communication. This also involves filing bug tickets, recreating site and tool issues and prioritization to resolve issues timely and correctly.

Responsible to understand and follow workflow and escalation paths and consistent reporting functions to support on internal customers and always put the member experience first.

Proactively work to identify problems and related solutions that may hinder employee performance.

Work with North American, Outsouring, and European teams to meet employee performance goals around quality and Customer Experience and to mitigate any issue impacting productivity, contacts into our CS centers and that are member facing.

Help maintain accurate and complete records for technical impact data.

Qualifications
- 2+ years of Customer Support/Customer Service experience. Preference is someone that has helped internal teams such as tech support, helpline or level 1 or 2 support tech teams or someone that has the passion to learn and be part of a solution.
- Previous knowledge and trading experience on eBay and Paypal is required for this position both for internal and external candidates.
- Must be able to file bugs and work with HQ teams on defining the Customer Experience and Prioritization on each issue impacting our Customer Service teams and the end user (Customer).
- Must possess strong verbal and written communication skills, have a positive attitude and the ability to work well with others.
- Must be detail oriented, able to handle multiple tasks and meet deadlines.

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