KDP Support Analyst
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
As a KDP Support Analyst for Amazon, you will be the primary point of contact for publishers using the Kindle Direct Publishing platform. You will handle customer inquiries via email, phone, and chat, ensuring a high level of customer satisfaction and adhering to quality and productivity standards while working on-site.
Responsibilities
- Process and respond to email, phone, and chat contacts from KDP website users.
- Maintain a positive and professional demeanor at all times.
- Meet or exceed all quality, productivity, and time management goals.
- Demonstrate an appropriate sense of urgency for response times.
- Use customer service tools and software to troubleshoot and provide accurate responses.
- Escalate customer issues appropriately and in a timely manner.
- Proactively communicate system & process issues.
- Strive to drive improvement to internal and external processes to enhance the customer experience.
- Contact appropriate teams as needed for systemic issues.
- Document research & interactions in a clear and concise manner.
- Flexibility to work shifts including overnight and weekends.
Requirements
- Fluent in speaking, writing, and reading English.
- Willing to work from the office as VCC is not available.
- Minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats and/or emails.
- Adequate communication skills.
- Proven ability to provide high quality customer service in a fast-changing environment by developing personalized responses for publisher questions.
- Computer navigation skills, including basic understanding of website/web browser and internet usage.
- Analytical skills.
- Ability to research, replicate, categorize, and document customer issues to identify and understand their problems.
- Proven ability to use data and research to inform the best course of action and/or possible resolutions.
- High speed internet services with an Octane 2.0 score of 30,000 or greater, network latency of 150 ms or less, and download speed of 3 Mbps or greater.
Desired Qualifications
- Additional computer skills certifications in web technologies are preferable.
- Experience in web-enabled software products or services is highly preferred.
- Ability to understand a complex problem and respond to authors.
- Basic familiarity with web technologies and HTML is highly desirable.
- Analytical skills required.
- Detail-oriented and process-focused.
- College graduates.
Benefits
- Inclusive culture that empowers Amazonians.
- Opportunity to work for a team that delights customers and solves problems.
- Potential for workplace accommodation or adjustment during the application and hiring process.
#Customer Service#Publishing
Company
Amazon
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Chennai, India
Applicants
Be an early applicant