KDP Support Analyst, WW Books

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

I korthet

Amazon is seeking a KDP Support Analyst in Hyderabad to serve as the primary contact for self-publishing authors. Responsibilities include managing email, phone, and chat inquiries, ensuring high-quality customer service, and maintaining productivity goals. The role requires excellent communication, analytical skills, and the ability to work in a fast-paced, customer-centric environment.

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 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.
Be detail-oriented and process-focused, documenting research & interactions clearly.
Work shifts including overnight and weekends.

Krav

Fluent in English (speak, write, read).
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, including basic understanding of web browsers and the internet.
Analytical skills.
Ability to research, replicate, categorize, and document customer issues.
Ability to use data and research to inform the best course of action/resolutions.
High-speed internet services meeting specific performance recommendations (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 to understand problems, categorize, document, and decide escalation.
Detail-oriented and process-focused.
College graduates.

Förmåner

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

Färdigheter

Customer ServiceHTML

#KDP#Amazon#Kindle Direct Publishing#Customer Support#Hyderabad

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