KDP Support Analyst, Books (Variable)

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 Basic qualifications: - Speak, write, and read fluently in English - Should be willing to work from the office as VCC is not available. - 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, along with a 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 that comply with the below recommendation: - An Octane 2.0 score of 30,000 or greater - Network latency of 150 ms or less - Download speed of 3 Mbps or greater Preferred: - 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. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.