KDP Support Analyst, Books (Variable)

About the Role

Amazon's Kindle Direct Publishing (KDP) is a self-publishing service that allows authors to engage millions of readers on Amazon. The KDP Customer Support Analyst acts as the front-line interface between Amazon and publishers using the KDP platform. This role focuses on ensuring all publisher concerns are addressed.

Key Responsibilities

• Process and respond to email, phone, and chat contacts from KDP website users.
• Maintain clear and polite written and verbal communication.
• Uphold a positive and professional demeanor.
• Meet or exceed quality, productivity, and time management goals.
• Adhere to site performance and behavior expectations.
• Demonstrate an appropriate sense of urgency for response and service levels.
• Follow company policies and processes for customer requests.
• Utilize customer service tools and software for troubleshooting and providing accurate responses.
• Escalate customer issues appropriately and in a timely manner.
• Proactively communicate system and process issues.
• Proactively drive improvements to internal and external processes to enhance the customer experience.
• Contact appropriate teams for systemic issues.
• Research, replicate, categorize, and document customer issues to understand problems.
• Use data and research to inform the best course of action and/or possible resolutions.

Requirements & Tech Stack

• English fluency (speak, write, read).
• Willingness to work from the office.
• Computer navigation skills.
• Basic understanding of website/web browser and the internet.
• High-speed internet services with an Octane 2.0 score of 30,000 or greater, network latency of 150 ms or less, and download speed of 3 Mbps or greater.

Qualifications

• Minimum of 1 year of experience handling multiple forms of direct customer inquiries (calls, chats, and/or emails).
• Adequate communication skills.
• Proven ability to provide high-quality customer service in a fast-changing environment.
• Analytical skills.
• Detail-oriented and process-focused.
• Flexibility to work shifts, including overnight and weekends.

Preferred Qualifications

• 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.
• College graduates.