The Job

KDP Support Analyst, Books (Variable)

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

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In short

The KDP Support Analyst at Amazon in Hyderabad will serve as the primary point of contact for authors using the Kindle Direct Publishing platform, handling inquiries via email, phone, and chat. This role requires strong communication and analytical skills to ensure a positive customer experience and adherence to company policies.

Responsibilities

  • Process and respond to email, phone, and chat contacts from KDP website users.
  • Maintain a positive and professional demeanor at all times.
  • Meet or exceed quality, productivity, and time management goals.
  • Follow all 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.
  • Proactively strive to drive improvement to internal and external processes.
  • Contact appropriate teams as needed 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 as VCC is not available.
  • 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 metrics (Octane 2.0 score, 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.
  • Should be able 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 when and to whom to escalate them.
  • Detail-oriented and process-focused.
  • College graduates.

Benefits

  • Flexibility to work shifts including overnight and weekends.
  • Inclusive culture that empowers Amazonians.
  • Workplace accommodation and adjustment support for individuals with disabilities during application, hiring, interview, and onboarding process.
#Customer Service#KDP#Publishing
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Company

Amazon

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Hyderabad, India

Qualification

Bachelor

Applicants

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