KDP Support Analyst

Amazon's Kindle Direct Publishing (KDP) is an independent self-publishing service launched in November 2007, concurrently with the first Amazon Kindle device that allows authors of any level to engage millions of readers that shop on Amazon. 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 the concerns from the publishers are duly attended. Kindle Direct Publishing offers a team environment that thrives on innovation and excellence, and our staff is talented, and passionate about creating an exceptional customer experience. If you want to work for a team who delights customers, solves problems, and is the face of our company, then the KDP Customer Support Analyst role is the job for you!

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

Basic Qualifications Not specified in the provided description.

Preferred 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

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