KDP Support Analyst
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Customer Support
In short
The KDP Support Analyst will serve as the primary point of contact for authors using Amazon's Kindle Direct Publishing platform, managing inquiries via email, phone, and chat. This role requires strong communication and analytical skills to ensure publisher concerns are addressed and to contribute to process improvements for an exceptional customer experience.
Responsibilities
- Process and respond to email, phone, and chat contacts from KDP website users.
- 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 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.
- Contact appropriate teams as needed for systemic issues.
- Document research & interactions clearly and concisely.
- Flexibility to work shifts including overnight and weekends.
Requirements
- Speak, write, and read fluently in English.
- Willing to work from the office.
- 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.
- Computer navigation skills, with basic understanding of website/web browser and internet usage.
- Analytical skills.
- Ability to research, replicate, categorize, and document customer issues.
- Ability to use data and research to inform the best course of action.
- High speed internet services meeting specific performance recommendations (Octane 2.0 score, network latency, download speed).
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.
- College graduates.
Benefits
- Inclusive culture that empowers employees.
- Opportunity to work in a team environment that thrives on innovation and excellence.
#KDP#Customer Support#Analyst
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