KDP Support Analyst, Books (Variable)

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

In short

Amazon KDP seeks a Customer Support Analyst in Hyderabad to serve as the primary contact for publishers using the KDP platform. This role involves managing customer inquiries via email, phone, and chat, ensuring concerns are addressed efficiently and professionally, and contributing to an exceptional customer experience.

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 and service levels.
Follow company policies and processes to process customer requests.
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 and 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.
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 specific performance recommendations (Octane 2.0 score of 30,000+, latency of 150 ms or less, 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 a complex problem and respond to authors.
Basic familiarity with web technologies and HTML is highly desirable.
Analytical skills required to understand problems, categorize, document, and decide escalation.
Detail-oriented and process-focused.
College graduates.

Benefits

Inclusive culture that empowers Amazonians.
Opportunity to work for a team that delights customers and solves problems.

Skills

customer serviceHTMLweb technologies

#KDP#Support Analyst#Books#Amazon#Customer Service#Hyderabad

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