KDP Support Analyst, Amazon
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
Amazon is seeking a KDP Support Analyst for their Hyderabad office. This role serves as the primary point of contact for self-publishing authors using the Kindle Direct Publishing platform, addressing their concerns via email, phone, and chat. The position requires strong communication, analytical skills, and a commitment to providing excellent customer service in a fast-paced, on-site environment.
Responsibilities
- Process and respond to email, phone, and chat contacts from KDP website users.
- Maintain clear, polite, and professional written and verbal communication.
- Meet quality, productivity, and time management goals.
- Follow site performance and behavior expectations.
- Demonstrate urgency for response times and service levels.
- Adhere to company policies and processes.
- Use customer service tools to troubleshoot and provide accurate responses.
- Escalate customer issues appropriately and in a timely manner.
- Proactively communicate system and process issues.
- Drive improvements to internal and external processes.
- Contact appropriate teams for systemic issues.
- Document research and interactions clearly and concisely.
Requirements
- Fluent in speaking, writing, and reading English.
- Willing to work from the office.
- Minimum of 1 year of experience handling 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, 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 actions and resolutions.
- High-speed internet services with specific performance recommendations (Octane 2.0 score of 30,000+, latency of 150ms 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 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 escalation paths.
- Detail-oriented and process-focused with the ability to follow processes and document interactions as per requirements.
- College graduates.
Benefits
- Team environment that thrives on innovation and excellence.
- Opportunity to work for a team that delights customers, solves problems, and is the face of the company.
- Flexibility to work shifts including overnight and weekends.
#Customer Service#Amazon#KDP#Support Analyst#Hyderabad
Company
Amazon
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Hyderabad, India
Qualification
Bachelor
Applicants
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