KDP Support Analyst, Books (Variable)

Technology, Data & Digital · Customer Support

In short

Amazon's KDP Customer Support Analyst will be the primary point of contact for authors and content providers using the KDP self-publishing platform. This role involves managing email, phone, and chat inquiries, ensuring publisher concerns are addressed, and contributing to an exceptional customer experience in a dynamic team environment. The position requires strong communication skills, a commitment to quality and productivity, and flexibility in working hours.

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 and service levels.
Follow company policies and processes to handle customer requests.
Use customer service tools and software for troubleshooting and providing 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 for systemic issues.
Document research & interactions in a clear and concise manner.
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, including basic understanding of website/web browser and internet usage.
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.
High speed internet services compliant with specified 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.
Analytical skills required to understand problems, categorize, document, and escalate them.
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.
Flexibility to work shifts including overnight and weekends.

Skills

Customer ServiceHTMLWeb Technologies

#Amazon#Kindle Direct Publishing#KDP#Customer Support#Books#Self-publishing#Authors#Content Providers#Hyderabad#India

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