KDP Support Analyst, Books (Variable)

Logistics, Sales & Operations · Customer Support

In short

Amazon is hiring a KDP Support Analyst for their Kindle Direct Publishing (KDP) division in Hyderabad, India. This role involves being the primary point of contact for self-publishing authors, handling inquiries via email, phone, and chat, and ensuring exceptional customer service. The position requires strong communication, analytical skills, and the ability to work in a fast-paced, team-oriented environment.

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 exceptional customer experience.
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 for systemic issues.
Document research & interactions in a clear and concise manner.

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.
Must possess computer navigation skills.
Basic understanding of 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 compliant with Octane 2.0 score of 30,000+, 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 complex problems and respond to authors.
Basic familiarity with web technologies and HTML is highly desirable.
Analytical skills required to understand problems, categorize, document, and decide when and to whom to escalate.
Detail-oriented and process-focused.
College graduates.

Benefits

Flexibility to work shifts including overnight and weekends.

Skills

Customer ServiceHTML

#Customer Service#Publishing

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