Kindle Direct Publishing (KDP) - Support Analyst

About Amazon

Amazon offers a variety of products and services through its online marketplace and content distribution platform, including online retail, cloud computing services, consumer electronics, e-book sales, and digital media downloads. Amazon's goal is to make changes that have a positive impact on society at large. This includes using its position as one of the biggest companies in the world to help reduce poverty worldwide through programs such as Amazon Smile.

Amazon's Kindle Direct Publishing (KDP) is a self-service publishing service for publishing e-books to the Amazon Kindle store.

Your role

• The KDP Support Analyst will be the front-line interface between Amazon and vendors/content publishers who use the KDP tool to upload content they want to put up for sale on the Kindle store.
• The KDP Support Analyst will serve as the primary support interface for vendors using the KDP system and ensure all their concerns are duly attended to, such that the system works smoothly.
• Opportunities await strong candidates looking for a fast-growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary product that is changing the way people read.

Training, development & rotations

Amazon is committed to empowering employees to do their best work – and to do your best work you need to be constantly learning, growing, and becoming a better version of yourself. With the support of the team, Amazon helps you to reach your potential through a variety of offerings, such as:

• A performance philosophy geared toward development, not ratings
• Constantly have to learn. When surrounded by extremely smart people
• Learn what customer-centric means.
• Job rotation programs designed to reignite and broaden your work experience
• Yearly education and training reimbursement to keep your skillset sharp
• Subscriptions to the leading online training platforms for technical and business acumen
• POD (Power of Difference) communities to network, mentor, and grow as leaders.

Salary & benefits

The average annual salary for a KDP Support Analyst role will range from INR 3.5 to 4 LPA (Source: AmbitionBox). The company takes care of you and your loved ones and will support you with a competitive and comprehensive benefits package. Below are some highlights:

• Paid time off
• Health care plans
• Financial planning and assistance
• Maternity and parental leave
• Employee discount on Amazon merchandise
• Employee Assistance Program (EAP)
• Leave programs for military service members, veterans, and their families

Career progression

Amazon believes everyone should have the opportunity to learn new skills and build their career at Amazon or elsewhere. The reason why as part of their mission of being Earth's Best Employer, they have made a $1.2 billion commitment to investing in the upskilling of their employees with free skills training, tuition support programs, a variety of certifications, and more to help improve the abilities of their employees. They also support:

• Higher Education 
• Apprenticeships & Certifications
• Mentorships & Development

Work-life balance

• Work-life balance is rated at 4.7/5.0 (Source: glassdoor).
• Work days are usually from Monday to Friday. They have flexible work timings.
• This role is considered flexible and will be a mix of working from the local Amazon office and home depending on your preferences and the arrangements determined with your future manager.
• Leave policy with 45 paid leaves.
• You will be expected to live within a reasonable non-daily commute of the office.

Culture & vibe

• Amazon has a very relaxed but still professional work environment. It has a friendly and fun work culture. It is committed to being diverse, inclusive, and equal in its approach.
• The company believes that incentives are not enough to make workplace culture powerful. It understands that corporate culture and values define a business.
• They have gained an appreciation for their policies and initiatives that reinforce their employees to strive harder for their mission.

About you

As a KDP Support Analyst, the basic and preferred qualifications required are:

Basic Qualifications

• Excellent written and verbal communication skills are required.
• Process and respond to phone calls, chat, and emails received from publishers.
• Work on developing personalized responses for publisher questions.
• Must be able to interact with external parties like customers and suppliers comfortably.
• Investigate payment concerns brought up by customers.
• Route payment concerns to Accounts Payable.
• Reprocess stuck books through the system.
• Route issues and bugs that need engineering expertise from the development teams.
• Remove certain content as it is identified by the QA team and notify vendors that their content has been removed.
• Maintain and improve a knowledge base with unique vendor requests and their solutions.
• Work with customer service manager in documenting process flows.
• Should be willing to work night shifts and over the weekends.

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.
• Strong analytical skills are 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. Must be able to follow the process and document interactions as per requirements clearly and concisely.
• College graduates.

How to apply

To apply for this role, simply click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted.

The basic recruitment process includes,

• Online Application
• Phone Interview
• In-Person Interview (Technical)