KDP Support Analyst

* 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 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. - 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

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.