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Customer Support Specialist – Kindle Direct Publishing
Overview:

Amazon’s Kindle Direct Publishing (KDP) is a self-service publishing framework for publishing e-books to the Amazon Kindle store. The KDP Support Specialist 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 Specialist 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 will change the way people.

Responsibilities:
· Process and Respond to emails received from publishers in English and German
· Respond to queries sent to the KDP forums
· Investigate payment concerns brought up by customers
· Route legitimate payment concerns to Accounts Payable
· Reprocess stuck books through the system
· Route issues and bugs that need engineering expertise to the development teams
· Remove content as they are identified by the QA team
· Notify vendors that their content has been removed
· Maintain and improve a knowledge base with unique vendor requests and their solutions
· Work on developing canned responses for common questions
· Work with the operations manager in documenting process flows

Requirements:
· Must be fluent in German and English in written and verbal communication
· Must be eligible to currently live and work in SA
· Additional computer skills certifications in web technologies are preferable.
· Demonstrated experience of at least 1-5 years in a front line external (customer or supplier) facing role requiring email, voice or message board type of interactions with customers/external parties
· Experience in a technical support process, especially for web-enabled software products or services is highly preferred
· Excellent verbal communication skills required. Must be able to interact with an external party like customers and suppliers comfortably
· Excellent written communication skills. Should be able to understand a complex problem and draft a concise email response
· Basic familiarity with web technologies and HTML is highly desirable
· Strong analytical skills required. Must be able to understand problems that vendors are facing, categorize, document, and decide on a course of action on when and to whom to escalate
· Detail-oriented and process-focused. Must be able to follow the process and document interactions as per requirements in a clear and concise manner
Prior experience in process improvement initiatives or six sigma type of projects is preferred but not required