IndieCommerce Support Specialist for Bookstores

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The American Booksellers Association (ABA), a not-for-profit trade association for independent bookstores, seeks a full-time IndieCommerce customer support specialist. This position is responsible for supporting users of ABA’s IndieCommerce service, an e-commerce platform hosting websites for over 500 independent booksellers. This is a work from home position. 

Support includes facility with the IndieCommerce platform, layout, site configuration and platform functions; preparation of training materials and other updates necessary to users; curriculum development for in-person, off-site, training events; respond to direct inquiries from users by phone, email, and screen sharing sessions; quality assurance testing of new features and services for member stores; helping stores understand and troubleshoot products and programs specific to IndieCommerce as well as general e-commerce related inquiries.

Primary Responsibilities:

  • Primary support for user inquiries of all types using a ticketing system.
  • Help develop and maintain content for user education.
  • Support communication to users through individual email, telephone, email blasts and e-newsletters.
  • Keep current on new e-commerce trends, and share knowledge with users.
  • Participates directly with a small tech team composed of other customer support agents, developers, sysadmin and director.
  • Quality assurance (QA) testing of new features and services.

Job Requirements:

  • You must have previous work experience managing and or maintaining an IndieCommerce website for an independent bookstore
  • Excellent customer service skills
  • Facility with web-based content management systems
  • Ability to become expert regarding a complex e-commerce platform
  • Effective technical writing skills
  • Effective teaching skills
  • Ability to develop educational curriculum distributed across multiple channels
  • Limited travel required each year for teaching and public presentations
  • Familiarity with HTML/CSS is a big plus

Time requirements: This is a full-time work from home position with health benefits. Rotating holiday and weekend customer support coverage.

Location: This is a work from home position with occasional visits to our office in White Plains, New York. Shuttle service is provided from the White Plains MetroNorth train station.

About ABA: Founded in 1900, the American Booksellers Association is a national not-for-profit trade organization that works to help independently owned bookstores grow and succeed. ABA’s core members are key participants in their communities' local economy and culture, and to assist them ABA creates relevant programs; provides education, information, business products, and services; and engages in public policy and industry advocacy. The Association actively supports and defends free speech and the First Amendment rights of all Americans.

The American Booksellers Association (ABA) is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age; ethnicity; color; race; religion; sex; sexual orientation; gender identity and/or expression; marital, civil union or domestic partnership status; past or present military service; physical, mental or sensory disability; national, social, or ethnic origin; pregnancy; family or parental status; and/or genetic information (including family medical history). ABA celebrates and values diversity. We believe diversity and diverse perspectives make our organization stronger and we’re committed to creating an inclusive environment for all employees.

For more information about ABA, visit BookWeb.org.

To apply for this position, please email jobs@bookweb.org and include "IndieCommerce Support Specialist" in the subject line.

Job Type: Full-time

BTW Classified: 

About ABA

The American Booksellers Association, a national not-for-profit trade organization, works with booksellers and industry partners to ensure the success and profitability of independently owned book retailers, and to assist in expanding the community of the book.

Independent bookstores act as community anchors; they serve a unique role in promoting the open exchange of ideas, enriching the cultural life of communities, and creating economically vibrant neighborhoods.

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