Support Analyst

About the 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.

Responsibilities

• 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
• 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

• Aid in 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
• 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

Competencies

• 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

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