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KDP Support Analyst

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Kundsupport

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Amazon is seeking a KDP Support Analyst to be the primary point of contact for publishers using the Kindle Direct Publishing platform. This role involves managing customer inquiries via email, phone, and chat, troubleshooting issues, and ensuring a high-quality customer experience. The ideal candidate has at least one year of customer service experience and strong analytical and communication skills.

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 at all times.
  • Meet or exceed 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 accurate responses.
  • 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 as needed for systemic issues.
  • Document research & interactions in a clear and concise manner.
  • 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 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 (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 a complex problem and respond to authors.
  • Basic familiarity with web technologies and HTML is highly desirable.
  • Analytical skills required: understand problems, categorize, document, and decide when and to whom to escalate.
  • Detail-oriented and process-focused.
  • College graduates.

Förmåner

  • Inclusive culture that empowers Amazonians.
  • Opportunity to work for a team that delights customers and solves problems.
#KDP#Support Analyst#Customer Service#Amazon#Publishing#Chennai
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Företag

Amazon

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Chennai, India

Kvalifikation

Kandidatexamen

Sökande

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