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KDP Support Analyst, Amazon

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · IT-support

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I korthet

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.

Ansvarsområden

  • 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.

Krav

  • 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).

Önskade kvalifikationer

  • 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.

Förmåner

  • 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
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Företag

Amazon

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Hyderabad, India

Kvalifikation

Kandidatexamen

Sökande

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