Job summary
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 website to upload content they want to put up for sale on the Amazon website.
The KDP 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, energetic, 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, the Kindle Direct Publishing Support Analyst is the job for you!
Key job responsibilities
Process and Respond to email and / or phone contacts received from KDP website users.
Demonstrate clear written and verbal communication
Maintain a positive and professional demeanor with customers at all times
Follow company policies and processes in order to process customer requests appropriately
Escalate customer issues appropriately and correctly
Proactively communicate system and process issues and customer feedback trends to management
Route issues and bugs that need engineering expertise to the development teams
Demonstrate an appropriate sense of urgency for email response times and phone service levels
Use customer service tools in order to provide an accurate response and an exceptional customer experience
Strong analytical skills required. 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
BASIC QUALIFICATIONS
High School Diploma or equivalent in your country
Proven English verbal and written fluency skills.
Proven Portuguese verbal and written fluency skills.
1+ years of previous experience in a contact center environment.
Ability to support Email and Phones during the same shift.
Demonstrated verbal and written communication skills with external / internal Stakeholders
Proven ability to understand complex issues
Ability to navigate through multiple web tools
Basic Microsoft Outlook, Excel and Word understanding and usage
Schedule flexibility
PREFERRED QUALIFICATIONS
Proficiency in MS Office package (Excel, Word) and HTML
Strong analytical skills. Must be able to understand problems that content providers 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
Process improvement oriented
Basic familiarity with web technologies and html is highly desirable 
