Amazon Hiring Freshers 2023 | For Support Analyst

About the team:

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

Job Description:

The KDP Support Analyst serves as the primary point of contact between Amazon and vendors/content publishers who utilize the KDP tool to upload their content for sale on the Kindle store. The role of the KDP Support Analyst is to provide support to vendors, ensuring that their concerns are addressed promptly and efficiently, thereby facilitating the smooth operation of the system. This position offers exciting opportunities for individuals seeking a fast-paced, dynamic, and innovative work environment. Joining this team presents a unique chance to contribute to a groundbreaking product that is revolutionizing the reading experience.

Roles and Responsibilities:

Effectively communicate and engage with external parties such as customers and suppliers.

Handle and respond to phone calls and emails received from publishers.

Address queries posted on the KDP forums.

Investigate and resolve payment concerns raised by customers.

Direct payment-related issues to the Accounts Payable department.

Resolve system-related issues by reprocessing stalled books.

Forward technical issues and bugs requiring engineering expertise to the development teams.

Remove flagged content as identified by the QA team.

Notify vendors when their content has been removed.

Maintain and enhance a comprehensive knowledge base, documenting unique vendor requests and their corresponding solutions.

Develop standardized responses for common questions.

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.