GCS Buyer - Tier 2 Temporary Work Opportunity (TWO)

What is a TWO?  With the seasonality that we experience in our business, it doesn’t always make sense to hire permanent positions for some roles, rather it can be mutually beneficial to provide temporary work opportunities for frontline experts to build their experience at StubHub, while serving an important business need.   Duration: Starting ASAP Ending: 90-120 days  Hiring Manager: Jamie Willey/Dominique Lovato   TheStubhub/viagogogroup – the world’s largest source of live event tickets – is looking to hire ambitious and talented people to join our brand-new Tier 2 Experts team.    The Tier 2 support position is a fundamental role responsible for assisting our Frontline Global Buyer Experts with complex call enquiries via internal chat and support escalations by customers to supervisors. Through a culture of support and guidance, the Tier 2 Support Expert will work to encourage efficient resource utilization, assist in de-escalation, and resolve escalated matters directly with customers as needed. This individual will support our experts in delivering an accurate and timely resolution, consistently.  Tier 2 Experts are Subject matter experts that instill confidence in our agents and customers through real-time support. We empower experts to utilize resources and drive continuous improvements for resource or knowledge gaps. We re-establish customer trust and brand loyalty by providing real-time escalations support to increase customer satisfaction.    Key Responsibilities:·         Efficiently assist 2+ Frontline Experts with call enquiries through internal chat by encouraging resource utilization in conjunction with soft skill use. ·         Grow, foster, and maintain excellent relationships with Frontline Experts ·         Encourage and Promote decision making and consistent resource utilization. ·         Analyze question trends: provide constructive feedback and recommendations on ways to improve processes.  ·         Work with escalated customers to identify their concerns, determine the best course of action, and resolve any outstanding issues in a timely fashion. ·         Provide hands-on support and guidance to team members to facilitate de-escalation. ·         Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same. ·         Appropriately give and be open to receiving feedback.   Job Requirements and Competencies: ·         Has been in current role for 3 months.  ·         Meet or exceed metrics for the last 3 months. ·         Maintains reasonable, consistent, and predictable attendance. ·         Must have outstanding people-skills with a high level of empathy and courtesy that translates as positive and engaging in all written communication. ·         Must be a subject matter expert in all areas of Stubhub and viagogo product knowledge. ·         Must be trained in buying, bought and DEG. ·         Strong familiarity with internal tools and site functionality of StubHub and viagogo’s products & services. ·         Dedicated to meeting the expectations and requirements of internal and external customers. ·         Must be flexible and adaptable to effectively cope with an ever-changing environment. ·         Strong problem solving and decision-making abilities. ·         Solution focused, optimistic attitude. ·         Strong written and verbal communication skills with a focus on effectively and efficiently communicating resolutions. ·         Typing speed of 45+ WPM.  Skills and Attributes:·         Ownership - Hungry to take on responsibility, excelling at following up, providing updates proactively and proposing process improvements whenever applicable ·         Team Player- Adaptable, flexible, approachable and collaborative towards team goals and interests ·         Positive Attitude - A sense of humor and positive “make-it-work” attitude ·         Resilience - Capability to handle stressful situations while dealing with customers in escalated scenarios ·         Time Management - Organized and reliable, being capable of prioritizing, working well under pressure to meet tight deadlines ·         Communication Skills - Outstanding written and oral communication skills ·         Organizational Skills - Ability to organize and handle the administrative workload with a good eye for details and accuracy ·         Results Driven - Strong work ethic with a "can-do" attitude and ability to create momentum based on goals ·         Quick Learner - Learning and adapting to new technologies and tools. ·         Problem Solving - Understanding complex scenarios, making decisions and suggesting appropriate answers/solutions according to available resources ·         People Skills - Excellent interpersonal skills, being capable of empathizing, communicating and resolving conflicts in an assertive way  Experience & Working Hours:·         Customer Facing experience and knowledge is desirable for this role ·         Experience in Floor Su