Amazon Off Campus Drive

About the team:

The team is responsible for Kindle Direct Publishing (KDP), an independent publishing service offered by Amazon. KDP allows authors to publish their e-books on the Amazon Kindle store.

Job Description:

As a KDP Support Analyst, you will be the primary point of contact between Amazon and vendors/content publishers who use the KDP tool to upload their content for sale on the Kindle store. Your role is to provide support to vendors, ensuring their concerns are addressed promptly and efficiently. This is a fast-paced and dynamic work environment, offering exciting opportunities to contribute to a groundbreaking product that is revolutionizing the reading experience.

Roles and Responsibilities:

1. Communication and Engagement: Effectively communicate and engage with external parties such as customers and suppliers.
2. Phone and Email Support: Handle and respond to phone calls and emails received from publishers.
3. Forum Support: Address queries posted on the KDP forums.
4. Payment Concerns: Investigate and resolve payment concerns raised by customers, and direct payment-related issues to the Accounts Payable department.
5. System Issues: Resolve system-related issues by reprocessing stalled books and forward technical issues and bugs to the development teams.
6. Content Moderation: Remove flagged content as identified by the QA team and notify vendors when their content has been removed.
7. Knowledge Base: Maintain and enhance a comprehensive knowledge base, documenting unique vendor requests and their corresponding solutions. Develop standardized responses for common questions.
8. Process Documentation: Collaborate with the customer service manager to document process flows.

Basic Qualifications:

• Willingness to work night shifts.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Additional certifications in web technologies are desirable.
• Experience with web-enabled software products or services is highly valued.
• Ability to comprehend complex problems and provide appropriate responses to publishers.
• Basic familiarity with web technologies and HTML is highly desirable.
• Strong analytical skills, including the ability to understand and categorize vendor issues, document interactions, and determine escalation protocols.
• Attention to detail and adherence to processes, ensuring clear and concise documentation of interactions as required.
• Previous involvement in process improvement initiatives or projects related to quality management methodologies (e.g., Six Sigma) is preferred, though not mandatory.
• College graduates are preferred, and graduation is a mandatory requirement.

Additional Information:

• Domestic relocation is not provided.
• Shifts are rotational, operating in a 24/7 environment with changes occurring every three months.
• Rotational two-consecutive-day offs are provided, resulting in a 5-day working week. The off days change every three months.

APPLY HERE