Amazon Recruitment – Support Analyst

Website Amazon

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.

Job Responsibilities:

  • Remove content as they are identified by the KCQ team
  • Work with publishers that their content has been removed
  • Work on developing standard responses for common questions
  • Route issues and bugs that need engineering expertise to the development teams
  • Remotely calibrate with peers and leads on other sites of the network to ensure consistent experience to publishers
  • Reprocess stuck books through the system
  • Maintain and improve a knowledge base with unique publisher requests and their solutions
  • Process and Respond to emails and/or phone calls received from publishers in English and German

Job Requirements:

  • 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
  • Proven German and English verbal and written fluency skills.
  • Proven ability to understand complex issues
  • 1+ years of previous experience in a contact center environment.
  • Experience in a technical support process, especially for web enabled software products or services
  • Demonstrated verbal and written communication skills with external/internal parties
  • Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
  • Proficiency en MS Office package (Excel, Word) and HTML

Job Details:

Company: Amazon

Vacancy Type: Full Time

Job Location: Cape Town, Western Cape, SA

Application Deadline: N/A

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