The Job

KDP Support Analyst

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Customer Support

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In short

Amazon's Kindle Direct Publishing (KDP) is seeking a Customer Support Analyst to serve as the primary point of contact for publishers using their self-publishing platform. The role involves managing customer inquiries via email, phone, and chat, ensuring high-quality service, and contributing to process improvements. This is an on-site position requiring strong communication and analytical skills.

Responsibilities

  • Process and respond to email, phone, and chat contacts from KDP website users.
  • Demonstrate clear and polite written and verbal communication.
  • Maintain a positive and professional demeanor.
  • Meet or exceed quality, productivity, and time management goals.
  • Follow site performance and behavior expectations.
  • Demonstrate an appropriate sense of urgency for response times.
  • Follow company policies and processes.
  • Use customer service tools and software to troubleshoot and provide responses.
  • Escalate customer issues appropriately and in a timely manner.
  • Proactively communicate system & process issues.
  • Strive to drive improvement to internal and external processes.
  • 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

  • Speak, write, and read fluently in 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.
  • Must possess computer navigation skills.
  • Basic understanding on how to use a website/web browser and the internet.
  • Must possess analytical skills.
  • Must be able to research, replicate, categorize, and document customer issues.
  • Must have a proven ability to use data and research to inform the best course of action.
  • Must have 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.
  • Should be able to understand a complex problem and respond to authors.
  • Basic familiarity with web technologies and HTML is highly desirable.
  • Analytical skills required.
  • Must be able to understand problems authors are facing, categorize, document, and decide when and to whom to escalate them.
  • Detail-oriented and process-focused.
  • College graduates.

Benefits

  • Inclusive culture empowering Amazonians to deliver the best results for customers.
#KDP#Customer Support#Publishing#Analyst
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Company

Amazon

Job Posted

4 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Chennai, India

Qualification

Bachelor

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