KDP Support Analyst
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Customer Support
In short
Amazon's Kindle Direct Publishing (KDP) is looking for a Customer Support Analyst to be the main point of contact for publishers using their self-publishing platform. This role involves responding to customer inquiries via email, phone, and chat, maintaining a high level of customer service, and troubleshooting issues.
Responsibilities
- Process and respond to email, phone, and chat contacts from KDP website users.
- Maintain a positive and professional demeanor.
- Meet quality, productivity, and time management goals.
- Follow site performance and behavior expectations.
- Demonstrate an appropriate sense of urgency for response times and service levels.
- 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.
- Proactively 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.
- 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.
- Basic understanding of how to use a website/web browser and the internet.
- Analytical skills.
- Ability to research, replicate, categorize, and document customer issues.
- Proven ability to use data and research to inform the best course of action and/or possible resolutions.
- High speed internet services compliant with specific Octane 2.0 score, network latency, and download speed recommendations.
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 complex problems 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
- Team environment that thrives on innovation and excellence.
- Talented and passionate staff.
- Opportunity to create an exceptional customer experience.
#KDP#Customer Support#Analyst
Company
Amazon
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Chennai, India
Qualification
Bachelor
Applicants
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