KDP Support Analyst, Books (Variable)

Amazons 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 KDPs self-publishing platform to publish, market, and sell their content in Amazons 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!

Key job 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 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
At least 8 GB of RAM, with 3 GB available for Salesforce browser tabs