The Job

KDP Support Analyst

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

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In short

Amazon's Kindle Direct Publishing (KDP) is seeking a Customer Support Analyst for its Chennai office. The role involves providing front-line support to publishers via email, phone, and chat, ensuring their concerns are addressed. This is an on-site, full-time position requiring excellent communication and analytical skills.

Responsibilities

  • Process and respond to email, phone, and chat contacts from KDP website users.
  • Maintain a positive and professional demeanor.
  • Meet quality, productivity, and time management goals.
  • Follow site performance and behavior expectations.
  • Demonstrate a sense of urgency for response times and service levels.
  • 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 improve internal and external processes to enhance customer experience.
  • Contact appropriate teams for systemic issues.
  • Document research and interactions clearly and concisely.
  • Work flexible shifts, including overnights and weekends.

Requirements

  • Fluent in English (speak, write, and read).
  • Willing to work from the office as remote work (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 of 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 (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: understand problems, categorize, document, and decide escalation.
  • Detail-oriented and process-focused.
  • College graduates.

Benefits

  • Team environment that thrives on innovation and excellence.
  • Talented and passionate staff.
  • Opportunity to create an exceptional customer experience.
  • Work for a team that delights customers and solves problems.
#KDP#Customer Support#Analyst#Amazon
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Company

Amazon

Job Posted

4 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Chennai, India

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