Jobs at Amazon

BASIC QUALIFICATIONS

• Experience with computer hardware troubleshooting and repair
• Experience in networking
• High school or equivalent diploma

PREFERRED QUALIFICATIONS

• 1+ years of Linux troubleshooting, such as, firmware flashes, and bios configuration experience
• Experience dealing effectively with customers during problem resolution and operating efficiently under pressure

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DESCRIPTION

• The AbeBooks Customer Support (CS) team operates with a focus on Seller Success Operations (SSO). In SSO, we support sellers with technical issues related to inventory and order management, tax and compliance, processing orders, and maintaining their AbeBooks accounts.
• The Customer Support Representative acts as the primary point of contact between AbeBooks and external sellers, providing email and phone support for their AbeBooks business.
• The successful candidate has an immediate, distinct effect on the AbeBooks customer experience.
• A Customer Support Representative is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment.

Key job responsibilities

• Provide prompt and efficient service to AbeBooks sellers by email and phone.
• Support sellers with technical issues related to inventory and order management including the escalation of issues when necessary through the appropriate channels.
• Provide sales tax, VAT and compliance support to sellers.
• Meet and maintain exceptional performance metrics such as quality, productivity and first contact resolution.
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channels including improvement suggestions.

BASIC QUALIFICATIONS

• B2 or above fluency in both written and verbal communication in English and French
• Strong written and verbal communication skills with the ability to communicate effectively to a wide range of customer personas in a diverse environment.
• Demonstrated experience of at least 1 year in a front-line external facing role requiring email, voice or message board type of interactions with customers.
• Experience in a technical support process for web enabled software products or services.
• Strong prioritization and time management skills.

PREFERRED QUALIFICATIONS

• Experience troubleshooting technical systems with customers.
• Some knowledge of database tools.
• Experience in training, coaching or mentoring.
• Fluency in more than one language (German, Spanish, or Italian)