Description The AbeBooks Customer Support Team operates with multiple sites across the globe, in five languages: English, German, Spanish, Italian and French. The Customer Support Associate acts as the primary interface between AbeBooks and external buyers and sellers, through email support. We support buyers during their pre and post-purchase experience and sellers through processing their customer orders and returns. The successful candidate has an immediate, distinct impact on the AbeBooks customer experience. A Customer Support Associate is expected to address chronic system issues, provide process improvements, delight the customer in each interaction and contribute to a team environment. Key job responsibilities • Provide prompt and efficient service to AbeBooks buyers and sellers by email • Meet and maintain exceptional performance metrics such as quality, productivity and first contact resolution. • Escalate internal and external issues when necessary through the appropriate channels. • Actively seek solutions to simplify processes and improve the customer experience A day in the life * 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. About the team AbeBooks, an Amazon company, is a global online marketplace for books and collectibles, with hundreds of millions of new, used, rare and out-of-print books listed for sale by thousands of sellers. Basic Qualifications - 6+ months of SDS Resolution Specialist experience - Speak, write, and read fluently in English Preferred Qualifications - Experience working with changing priorities and schedules Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.