Position Type Full-Time Employee
Company Name PayPal
Location Omaha, NE
Salary Unspecified
Date Posted January 14, 2004
Experience Entry Level
Desired Education Level Bachelor of Science
Business Title: Technical/API Support Agent (M-F 3:30PM - 12:00AM)
Requisition No: 901BR
Function: Cust Support
Work Location: Omaha, Nebraska
Shift: Day
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We are seeking talented professionals who thrive in a fast paced, exciting environment, and want to constantly improve a service used by millions each month.
Technical/API Support Agent
~ M-F 3:30PM - 12:00AM ~
Primary Job Responsibilities:
Technical Support Agents support and troubleshoot PayPal Product issues including non-member/sign-up issues, password issues, and unexpected behaviors in eBay/PayPal Seller tools, The PayPal Developer Network, the Instant Payment Notification process, on and off eBay/website Seller tools and the Subscription Password Management Process, API, developer inquiries and assist in determining resolutions for customers.
SPECIFIC DUTIES:
1. Responsible for working in the Technical Support email and telephone queues and CS Tech Service Logs.
2. Articulate current customer options for buying and selling on an auction or a website in real time.
3. Exercise judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to product functionality.
4. Demonstrate the ability to create, add, edit and troubleshoot our auction seller products and website merchant tools.
5. Provide feedback to Senior Agents and Management regarding necessary changes and updates including policies, upgrades and customer care issues.
6. Assist prospective customers with product information and site navigation.
7. Research and resolve inquiries verbally, in writing, and on-line.
8. Attend company provided OFAC and BSA training and be in compliance with all regulations.
9. Route customer to appropriate queue when needed.
10. Accurately record time using the Kronos Time Keeping tool.
11. Required Performance:
1. Exceed all published standards measured monthly and YTD.
2. Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
3. Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
4. Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
5. Regular and predictable attendance is required.
Job Requirements:
* Education:
1. Bachelors' degree, technical certification or similar work experience preferred.
* Experience:
1. 6 months experience in one or more of the following areas: Technical Customer Support, PayPal Customer Support, help desk environment, troubleshooting, and testing.
2. Customer communication experience (E-mail and/or Phone).
3. Knowledgeable using Microsoft operating systems along with other operating systems (Apple, Unix, Linux, WebTV, WAP).
4. Experience in an Internet company and other Internet based technologies are highly desirable.
* Knowledge, Skills, and Abilities:
1. Ability to function in multiple telephone and email queues covering several product lines.
2. Ability to learn and adapt to new software technologies.
3. Strong working knowledge of PC based internet and software applications
4. Knowledge of external systems and software (World Wide Web/Internet, HTML 4.0, CGI Concepts (Perl, ASP, Java, Cold Fusion, PHP), API Concepts (SOAP, XML, WSDL, WS Security), _javascript_, MySQL, VisualStudio.NET, Microsoft Office - Outlook, Word, Excel, Visio, Access, Power Point, FrontPage, Internet Explorer, PayPal Developer Network, DreamWeaver (Ultra Dev), NetObject Fusion 7, Adobe Go-Live, StoreFront 5.0, PayPal Payment Request Wizard, PayPal.com, eBay.com, PayPalDev.org and AOL).
5. Basic knowledge of internal systems & software (Kana, PayPal Intranet, Admin Tools, Knowledge Base, UDA, eBay eCentral, Kronos, TestTrack, Stage2 Paypal and Admin accounts, Secondary Network, Aspect/Winset, Test Server and Superfly/Muse updates).
6. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer.
7. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
8. Ability to develop and maintain professional working relationships with co-workers and peers.
* ADDITIONAL REQUIREMENTS:
1. This position may require travel from time to time.
2. The candidate needs to be able to work any shift between 6am and midnight Monday through Sunday.
3. Must pass PayPal general knowledge assessment.
4. Must pass PayPal specialized knowledge assessment.
5. May be logged in to Kronos no more than five minutes prior to start of shift and must be ready to assist customers at the start time of your assigned shift.
The above statements are intended to describe the general nature of work being performed by the employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all the responsibilities, duties, and skills required of employees so classified. Employees will be required to follow any other job-related instructions and to perform any other job related duties requested by their supervisor. Associates may also be required to work in excess of normal working hours as workloads and seasonal activities are encountered.
PayPal Careers Offer:
* Competitive salary & benefits
* Exciting, high-profile product
* Outstanding career and growth opportunities
* Energetic, team-oriented atmosphere
To apply for this position, please visit our Careers Site at
http://www.paypal.com/html/paypal_jobs.html. To begin the application process, enter the Job Number 901BR into the Requisition Number search field and select submit. You can now begin applying for the position.
PayPal is proud to be an Equal Opportunity Employer
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