Virtual Support Teammate (BSE)

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.
 Job Overview:
 Provide reactive and real-time support and coaching for teammates' questions with in-depth and current subject matter knowledge leading to TMs developing their own best possible and complete customer resolutions and experience
 Manage escalation calls with quick, simple and easy resolution of customer issues in a professional manner.
 Responsibilities and Tasks:
 Provide real-time support to TMs on production floor
 Provide solutions to TM's questions; attend to questions with coaching tips and guidance to enable them to handle similar cases on their own going forward
 Track each contact received through Qualtrics
 Identify difficulties from frontline (non-training) and provide insight to operations management teams to drive continuous improvement
 Demonstrate end-to-end case ownership and ensure highest level of service is delivered with a complete resolution to customers
 Log raised calls, track observations into Qualtrics to provide insights on mentor, policies and product experience opportunities where applicable
 Ensure all policies and processes are adhered to relating to customer escalations while using empowerment when appropriate
 Be an example of effective role model, allowing TMs to learn in real time through observation when handling partner concern cases
 Identify pain points from frontline and provide insight to operations management team to drive continuous improvement
 Will handle a portion of direct customer contacts to maintain an expert status across Buy, Sell and M2M LOB’s
 Proven track record of de-escalating challenging contacts
 Green performance scorecard for at least 6 weeks
 With at least 6-month production experience
 Near 100% attendance at work
 Must be experienced in Buy, Sell and M2M LOB’s
 Good knowledge of policies and EMIR Compliance
 rates (M2M), tools, navigation in KB, site functionalities (Buy/Sell)
 Skills required:
 Deal with challenging conversations with a positive attitude
 De-escalation techniques
 Great communications skills both verbally and in writing
 Great ownership skills
 Good at multitasking
 Key Performance Indicators:
 Efficiency – schedule adherence
 Quality – customer service standard & accuracy metric
 Grading will begin at 17, with the capability to advance to a Grade 18 with the right development of proficiencies
 Virtual Support Teammate 1 – G18
 Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
 Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: 

  • Ryan Williams will personally read your application.
  • If there is a mutual interest, we will reach out to tell you all about the hiring company and answer your questions so you can determine if this is a position you’d like to pursue.
  • To follow up on your status, please wait at least 48 business hours, and then email,
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