KDP Support Analyst, Books (Variable)

About the Role

The KDP Customer Support Analyst will be the front-line interface between Amazon and publishers/content providers who use the KDP's self-publishing platform to publish, market, and sell their content in Amazon's Kindle store. The KDP Customer Support Analyst will work towards ensuring all concerns from publishers are duly attended.

Key Responsibilities

• Process and respond to email, phone, and chat contacts received from KDP website users.
• Demonstrate clear and polite written and verbal communication.
• Maintain a positive and professional demeanor at all times.
• Meet or exceed all quality, productivity, and time management goals as set by management.
• Follow all site performance and behavior expectations as outlined by management.
• Demonstrate an appropriate sense of urgency for email response times and phone & chat service levels.
• Follow company policies and processes in order to process customer requests appropriately.
• Use customer service tools and software to troubleshoot, provide an accurate response, and create an exceptional customer experience.
• Escalate customer issues appropriately and in a timely manner.
• Proactively communicate system & process issues.
• Proactively strive to drive improvement to the internal and external processes to enhance the customer experience.
• Contact appropriate teams as needed for systemic issues.
• Detail oriented and process focused. Must be able to follow processes and document research & interactions in clear and concise manner.
• Flexibility to work shifts including overnight and weekends.

Requirements & Tech Stack

• 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 by developing personalized responses for publisher questions.
• 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 to identify & understand their problems.
• Must have a proven ability to use data and research to inform the best course of action and/or possible resolutions.
• Must have high speed internet services:
• An Octane 2.0 score of 30,000 or greater.
• Network latency of 150 ms or less.
• Download speed of 3 Mbps or greater.

Qualifications

• Additional computer skills certifications in web technologies are preferable.
• Experience in web-enabled software products or services is highly preferred.
• Should be able to understand a complex problem and respond to authors.
• Basic familiarity with web technologies and HTML is highly desirable.
• Analytical skills required. Must be able to understand problems that authors are facing, categorize, document, and decide when and to whom to escalate them.
• Detail-oriented and process-focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner.
• College graduates.