KDP Support Analyst
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
As a KDP Support Analyst at Amazon, you will be the primary point of contact for publishers using the Kindle Direct Publishing platform. You will handle customer inquiries via email, phone, and chat, ensuring exceptional service and timely issue resolution. This role requires strong communication, analytical, and problem-solving skills to assist authors in publishing and selling their content on Amazon.
Responsibilities
- Process and respond to email, phone, and chat contacts from KDP website users.
- Maintain clear, polite, and professional communication.
- Meet quality, productivity, and time management goals.
- Follow site performance and behavior expectations.
- Demonstrate urgency for response times and service levels.
- Follow company policies and processes.
- Use customer service tools to troubleshoot and provide solutions.
- Escalate customer issues appropriately and in a timely manner.
- Proactively communicate system & process issues.
- Drive improvements to internal and external processes.
- Contact appropriate teams for systemic issues.
- Document research and interactions clearly and concisely.
- Work flexible shifts, including overnights and weekends.
Requirements
- Fluent in speaking, writing, and reading English.
- Willing to work from the office (VCC not available).
- Minimum of 1 year of experience handling multiple forms of direct customer inquiries (calls, chats, emails).
- Adequate communication skills.
- Proven ability to provide high-quality customer service in a fast-changing environment.
- Basic computer navigation skills, including 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 actions and resolutions.
- High-speed internet services meeting specific Octane 2.0, 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 to understand problems, categorize, document, and escalate.
- Detail-oriented and process-focused.
- College graduates.
Benefits
- Team environment that thrives on innovation and excellence.
- Opportunity to work with talented and passionate staff.
- Be the face of Amazon and delight customers.
- Flexible shift options, including overnights and weekends.
#KDP#Customer Support#Analyst#Publishing#Self-Publishing#Amazon#Kindle
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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