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Looking for a career in Europe? Visit the AbeBooks.co.uk career page.
Current Postings
Customer Support Representative I
We are growing again! If you have a passion for excellent customer support and you thrive in a fast paced high-tech environment, Abebooks.com wants to talk to you!
We are looking for a dynamic individual to join our Customer Support department. You love helping people, investigating issues, and want to provide first contact resolution for every customer. You will provide quality phone and e-mail support services to external and internal customers. Excellent communication skills and the ability to work with an often-demanding clientele are necessary. This includes the ability for prompt decision-making and the promotion of world-class Customer Support.
The position is available immediately offering a competitive salary, benefits and a unique learning environment.
Responsibilities
- Demonstrate a high level of productivity and quality in evaluating, prioritizing and resolving incoming e-mail and telephone support requests
- Investigate and document Web site problems and Customer issues; prioritize own tasks based on severity and importance
- Act on Customer concerns in accordance with Customer Support policies, procedures and guidelines
- Act on opportunities to help Customers buy and sell more books
- Make every attempt to meet or exceed Customer expectations
- Communicate with clients and staff in a clear and thorough manner, both verbally and in writing, using a proactive, professional, and Customer Focused approach
- Continuously build and maintain a comprehensive knowledge of issues related to Customer account management; file conversions, hardware, software, networking, and other computer and Internet-related technologies
- Follow the Customer Support Representative Job Standards provided to you, and
- Any other duties as may be assigned to you by ABEBOOKS from time to time.
- Working collaboratively with other members of the AbeBooks team to improve bookseller performance and policy enforcement on the AbeBooks websites
Must Have
- A minimum 2 years post-secondary education.
- A minimum of 1 year work experience in a customer-oriented environment
- Adaptable Customer Service skills with the proven ability to handle challenging Customers and achieve customer satisfaction wherever possible.
- Excellent communication and organizational skills, including proven ability to multitask effectively under self-direction
- Proven decision making skills.
- Technical aptitude for troubleshooting
- Intermediate technical knowledge of E-commerce, and PC operating systems
- Tutoring or training experience is an asset.
- Excellent typing skills
- Ability to learn quickly and thrive in an active, ever-changing environment
Nice to Have
- Working knowledge of Excel and SQL are a definite plus
- Some knowledge of risk prevention and ecommerce fraud protocol are a plus
If you are looking for a challenging career, e-mail an application letter with detailed resume, including references, to hr@abebooks.com or fax to 250-475-6014 ATTENTION: HR. Please quote the Position Title in the Subject line of your email.
Thank you for your interest in AbeBooks!
Technical Program Manager
About AbeBooks
AbeBooks.com is a subsidiary of Amazon Inc. and a global online marketplace for books, with over 110 million new, used, rare and out-of-print books listed for sale by thousands of sellers.
The Position
Do you enjoy the challenge and ownership that comes with leading large, cross-functional projects? Are you excited with the opportunity to define, design and drive software projects for strategic business and platform opportunities? Are you interested in a challenge that will reward your unique blend of business and technology skills? Are you flexible, hard-working and a good communicator? As a technical program manager at AbeBooks.com, this is your opportunity to lead projects that will take AbeBooks‘ web sites to the next level.
Responsibilities
- Requirements gathering: Work with project sponsors and business groups to define business requirements
- Functional requirements: Work with technical teams to analyze impact of business requirements and define functional requirements for impacted systems
- Project Planning: Plan and sequence project tasks, based on effort, dependencies and timelines
- Agile project execution: Drive day to day project execution by resolving issues, managing risk and tracking status
- Launch Planning: With your project team, plan and execute project launch preparation and rollout tasks
- Communication: Frequent project status updates with periodic updates to project sponsors and senior management
Qualifications
The ideal candidate
- has a strong technical background,
- is detailed oriented with excellent problem solving skills,
- is results oriented person with a delivery focus,
- has proven experience of having led cross-functional software development,
- has the ability to handle multiple competing priorities in a fast-paced environment,
- possess strong verbal and written communication skills, including an ability to effectively communicate with both business and technical teams,
- has at least 3 years of project and program management experience, preferably in the e-commerce sector or the software industry,
- has execution experience with Agile project management and software development methodologies (Scrum, XP, Crystal, etc.) is a plus,
- possess a Computer Science degree or equivalent experience; professional certifications and evidence of continuing education are a big plus.
Please send your resume to hr@abebooks.com or fax to 250-475-6014, Attention HR.
We appreciate your interest in AbeBooks!
Customer Support – Security and Trust Team
Position Summary
We have an opportunity in our Customer Support department for a Junior Security and Trust Specialist. In this position, you will be involved in detecting and preventing fraud on the AbeBooks web sites, closely monitoring the performance of our booksellers while addressing policy and listing violations. All of this will entail working with our Customer Support team to help booksellers be successful on the AbeBooks platform while operating within our policies, standards and best practices.
You will perform in depth account investigations, and apply your problem solving and critical thinking skills to identify potential fraud patterns and find solutions. Your communication skills and attention to detail will be key assets in working with our member booksellers and internal customers, as we work collaboratively to maintain the quality of the AbeBooks web sites.
Essential Duties and Responsibilities
- Performing manual order review for suspicious order patterns
- Performing in depth account investigations, and well-documented communications
- Daily review and follow up on bookseller performance
- Daily review and follow up on incomplete orders (i.e. expired, CC rejected, buyer cancelled, expensive order verifications)
- Involved with ongoing initiatives relating to Completion, and creatively coming up with new strategies for further improving these results
- Communicating effectively within the Customer Support team, with other internal stakeholders, and external customers about sensitive topics
- Working collaboratively with other members of the AbeBooks team to improve bookseller performance and policy enforcement on the AbeBooks websites
- Providing weekend coverage – after the training period this position is Monday – Friday with alternating Saturdays
Requirements
- Strong communication skills – the ability to communicate strong messages in writing and verbally with customer focus and consideration
- Ability to communicate effectively
- Proven investigative skills
- Ability to manage concurrent priorities effectively
- Experience supporting customers, preferably in a contact center environment
- Ability to learn quickly and thrive in an active, ever-changing environment
- Good working knowledge of MS Excel
Assets
- Working knowledge in all or some of the following:
- Aquadata and SQL
- E-commerce environment
Please direct all resumes to hr@AbeBooks.com.
FillZ.com, Systems Administrator (full-time in-office contract position)
FillZ is a web-based service helping media sellers list and sell on marketplaces like AbeBooks, Amazon & eBay.
We′re looking for a Sys Admin who′s self-motivated, and willing to take responsibility for new ideas and initiatives. Being part of a small company, your input will be very important. We′re a small team, and members generally fill multiple roles; versatility and flexibility are critical, and we′ll support you as you pick up new skills.
Job Description:
This position′s main duties will include but not be limited to:
- Monitor status of site functions, and provide updates to internal stakeholders in the event of site problems
- Optimize and maintain replicating MySQL database infrastructure
- Develop and maintain internal and external technical documentation
- Work with & assist the development team as required
- Provide technical assistance to customer issues
- Provide configuration and query support for SQL users
- Build knowledge & become a subject matter expert on FillZ operations
- Be part of a rotating on-call duty, responding to critical events off hours
Must have skills:
- Good attitude
- Linux system administration (We use Centos which is a RedHat Enterprise derivative)
- Advanced knowledge of SQL including MySQL administration and replication
- Monitoring (We use Cacti and Nagios)
- Backup and recovery (we use Duplicity)
- Superior organizational skills, attention to detail, & ability to prioritize
- Ability to operate effectively in a fast-paced, results driven atmosphere
Nice to have skills:
- Virtualization (Xen)
- Some knowledge of Programming Languages: Perl web application (mod_perl), General Perl scripting, Java
- Relevant university degree &/or 3+ years relevant work experience
Please direct all resumes to hr@abebooks.com or fax to Attention: Human Resources, 250-475-6014.
Only those candidates selected for an interview will be contacted. We appreciate your interest in Abebooks!
Background
Fillz was founded in 2004 and is an independently managed subsidiary of AbeBooks, recently acquired by Amazon. You′ll be working in a small, friendly, cooperative team. As a subsidiary of AbeBooks / Amazon, we offer the benefits of working at a small company (e.g. every employee can affect the product), but with the stability and resources of a larger company behind us.
International Opportunities at AbeBooks
Looking for a career overseas? Visit our international career pages:
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