KDP Support Analyst, ES
Amazon
Flores, H, CR
hace 4 días

Position Overview

Amazon's Kindle Direct Publishing (KDP) is a service for self-publishing books to the Amazon Kindle store. The KDP Support Specialist will be the front line interface between Amazon and publishers / content providers who use the KDP tool to upload content they want to put up for sale on the Kindle store.

The KDP Support Specialist will work towards ensuring all the concerns from the publishers are duly attended to such that the system works smoothly.

Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment.

This is a unique opportunity to be a part of a revolutionary product that will change the way people read.

Position Responsibilities

Process and Respond to emails and / or phone calls received from publishers in English and Spanish

Reprocess stuck books through the system

Route issues and bugs that need engineering expertise to the development teams

Remove content as they are identified by the KCQ team

Work with publishers that their content has been removed

Maintain and improve a knowledge base with unique publisher requests and their solutions

Work on developing standard responses for common questions

Remotely calibrate with peers and leads on other sites of the network to ensure consistent experience to publishers

Internal job description

Amazon's Kindle Direct Publishing (KDP) is a service for self-publishing books to the Amazon Kindle store. The KDP Support Specialist will be the front line interface between Amazon and publishers / content providers who use the KDP tool to upload content they want to put up for sale on the Kindle store.

The KDP Support Specialist will work towards ensuring all the concerns from the publishers are duly attended to such that the system works smoothly.

Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment.

This is a unique opportunity to be a part of a revolutionary product that will change the way people read.

Position Responsibilities

Process and Respond to emails and / or phone calls received from publishers in English and Spanish

Reprocess stuck books through the system

Route issues and bugs that need engineering expertise to the development teams

Remove content as they are identified by the KCQ team

Work with publishers that their content has been removed

Maintain and improve a knowledge base with unique publisher requests and their solutions

Work on developing standard responses for common questions

Remotely calibrate with peers and leads on other sites of the network to ensure consistent experience to publishers

Basic qualifications

Proven English and Spanish verbal and written fluency skills.

1+ years of previous experience in a contact center environment.

Demonstrated verbal and written communication skills with external / internal parties

Proven ability to understand complex issues

Proficiency en MS Office package (Excel, Word) and HTML

Strong analytical skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate

Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner

Experience in a technical support process, especially for web enabled software products or services

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