Support Analyst

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🔥 0 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $23 - $24 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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TCGplayer (an eBay company)

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🛍️ eCommerce

🎮 Gaming

🏪 Marketplace

eCommerce • Gaming • Marketplace

TCGplayer is a prominent online marketplace providing resources and a platform for collectible gaming items. As an eBay company, TCGplayer strives to make the collectibles marketplace more connected and efficient, gathering the world's collectible gaming information to make it accessible and useful. With a focus on community, diversity, and professional growth, TCGplayer has a strong culture rooted in a quest for knowledge and passion for what they do. The company is also recognized as a Great Place to Work, promoting innovation and collaboration among its team.

📋 Description

• 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

🎯 Requirements

• A minimum of 2 years of technical support experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred) • 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 • Bachelor’s degree in computer science or other technical discipline (preferred) • Experience with Jira, Confluence, Zendesk and/or Salesforce (preferred) • Familiarity with the collectible gaming industry (preferred)

🏖️ Benefits

• full range of medical, financial and/or other benefits • 401(k) eligibility • various paid time off benefits, such as PTO and parental leave