The Job

KDP Support Analyst

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

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In short

Amazon's Kindle Direct Publishing (KDP) is seeking a Customer Support Analyst to serve as the primary contact for publishers using their self-publishing platform. This role involves responding to customer inquiries via email, phone, and chat, ensuring all concerns are addressed efficiently and professionally. The ideal candidate has at least one year of customer service experience and strong communication and computer 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 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 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, along with a 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 that comply with recommended 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.
  • Detail-oriented and process-focused.
  • College graduates.

Benefits

  • Inclusive culture empowers Amazonians to deliver the best results.
  • Workplace accommodation or adjustment during the application and hiring process available for individuals with disabilities.
#Customer Service#KDP#Kindle Direct Publishing#Support
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Company

Amazon

Job Posted

4 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Chennai, India

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