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.eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organisations of all sizes. eBay Marketplaces operates in 190 markets around the world.About the team:eBay’s Authenticity Guarantee, introduced in July 2020, is a service designed to help buyers shop with confidence. Our third-party authenticators physically inspect all eligible items before they are shipped to buyers. The service is currently offered on sneakers, watches, handbags, trading cards, and jewellery. Buyers browse and shop eBay’s listings with the “Authenticity Guarantee” badge. After buying an eligible item, the seller ships the item directly to a team of qualified, professional authenticators. The authenticators thoroughly inspect and verify the item’s authenticity before it is shipped out via three-day shipping paid for by eBay. Find more information about the program here.Job Description:As a Support and Training Manager on the Authenticity Guarantee team, you will be responsible for ensuring that our authentication partners and ebay staff can effectively use our tools to deliver a great authentication experience. You will assist with building and facilitating training as well as providing support for all of our software and hardware tools used by our authenticators, warehouse staff, and eBay teams. You will ensure that teams are provided documentation and confirm their understanding of tools and processes while being there to support them along the way. You will also monitor trends, provide insight, gather feedback, and actively be involved in the evolution of our software and processes.Key Responsibilities:Assist in developing training documentation, live sessions, and videos for the authenticity guarantee software and hardware tools.Actively monitor 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.Proactively identify ways to improve authentication processes and tools.“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.Partner with the authentication team as well as internal stakeholders to gather feedback on opportunities to optimise the authentication guarantee suite of tools. .Assist in the launch of new cross functional initiatives which may involve end-to-end process documentation, testing, and post-launch follow-up.Travel and spend time at vendors and ebay authentication partners (25% of time).Qualifications:Experience in IT support or B2B technical support.Experience in technical writing or documentation for end users.Experience in conducting end user training in a structured format.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.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.Strong troubleshooting / problem solving skills.Exceptional organisational and time management skills.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: https://www.ebayinc.com/company/diversity-inclusion/#LI-SI1eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes residents of Colorado, Hawaii and New Mexico. 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