Technical Customer Support Representative

June 22, 2015

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at

Job Category: 
Job Specialization: 
Project Management
Job Summary: 

Position Summary

AbeBooks, an Amazon company, has an opportunity in our Customer Support department for a technical customer support representative. Located on the water in beautiful Victoria, BC, this is a great opportunity for a self-driven, technically-minded candidate who is interested in continuing to develop their project management skills. Your passion for exceptional customer service will be a key asset as you provide a range of support functions to our customer base and drive process improvement throughout the team. You will also put your project management skills to work as you collaborate with product managers to help drive projects that will add value to the CS department and also to our external customer base.

If you love providing an exceptional customer experience through technical support and are passionate about leading projects, then we want to hear from you!

Essential Duties and Responsibilities

  • Answering customer inquiries via telephone and email
  • Performing in depth technical investigations, and well-documented escalations where needed. 
  • Driving the development and implementation of new processes to improve the internal/external customer experience in conjunction with Product Managers and Customer Support
  • Developing and delivering effective training on technical and general processes and systems.
  • Communicating effectively within the Customer Support team, technical and development groups, and our communications specialists
  • Switching seamlessly between technical and general customer support roles
  • Championing the customer experience wherever possible


  • 1-2 years experience supporting customers in a technical environment
  • 1 to 2 years of experience in Project Management
  • Ability to troubleshoot technical issues thoroughly and resourcefully
  • Strong communication skills – the ability to move between technical and customer-speak is essential for this position
  • Proven ability to manage concurrent priorities effectively
  • Ability to learn quickly and thrive in an active, ever-changing environment
  • Solid understanding of regular expressions and Oracle SQL, including the ability to manipulate SQL queries and generate reports)
  • Experience troubleshooting Windows operating systems
  • Solid understanding of Microsoft Office Tools – Excel, Word, Powerpoint, etc
  • Proven track record of taking initiative and successfully delivering results

The following qualifications are preferred, but not mandatory:

  • Basic working knowledge of the following:
    • HTML
    • Networking
    • XML
    • Unix
    • API web services

AbeBooks offers competitive salaries, a generous benefits package, and a beautiful waterfront office space, as well as bonus perks such as a health and wellness subsidy, fresh fruit, donuts, free drinks and snacks, foosball, ping pong, and pool tables… the list goes on.

What really makes us stand out is the world-class team of people that you get to work with every day. We trust our employees because we only hire the best. We want people who are prepared to challenge the status quo and always raise the bar. And we do all this while having fun and enjoying the tranquility of island life.

How To Apply: 

Apply today, and learn more about why you should join our award-winning workplace! please apply online at