KDP Support Analyst, Books (Variable)

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I korthet

Amazon is hiring a KDP Support Analyst in Hyderabad to provide front-line customer support for its self-publishing platform. The role involves managing email, phone, and chat inquiries from authors, ensuring timely and accurate resolutions while maintaining high service quality. This on-site position requires strong communication and analytical skills, with a minimum of one year of customer service experience.

Ansvarsområden

Process and respond to email, phone, and chat contacts from KDP website users.
Demonstrate clear and polite written and verbal communication.
Maintain a positive and professional demeanor.
Meet quality, productivity, and time management goals.
Follow site performance and behavior expectations.
Demonstrate an appropriate sense of urgency for response times.
Follow company policies and processes.
Use customer service tools and software to troubleshoot and provide solutions.
Escalate customer issues appropriately and in a timely manner.
Proactively communicate system & process issues.
Strive to drive improvement to internal and external processes.
Contact appropriate teams for systemic issues.
Detail-oriented and process-focused; document research & interactions clearly.
Flexibility to work shifts including overnight and weekends.

Krav

Speak, write, and read fluently in English.
Willing to work from the office.
Minimum of 1 year 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.
Computer navigation skills, with 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 (Octane 2.0 score of 30,000+, latency of 150 ms 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: understand problems, categorize, document, and decide escalation.
Detail-oriented and process-focused; follow process and document interactions.
College graduates.

Förmåner

Inclusive culture that empowers Amazonians.
Opportunity to work for a team that delights customers and solves problems.

Färdigheter

Customer ServiceHTMLWeb Technologies

#KDP#Publishing#Customer Support#Amazon#Hyderabad

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