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Description

Overview:

We are looking for a Sr. Publisher Support Analyst to support publishers selling e-books on Amazon. Sr. Publisher Support Analyst will be one of the support teams between Amazon and vendors who want to use our platform.

This role is responsible for supporting Kindle Managed and Enterprise Publishers (KMP and KEP) to publish their content in Kindle smoothly by removing any blockers. Also, this role assesses customer issues in the view of technique and operation to improve customer experience, and provides solutions to ensure the best interaction between customer and Amazon with ownership.

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.

Key job responsibilities

Responsibilities:

• Provide solutions by removing any blockers on process, tool and operation

• Provide technical advice and coaching to team members for performance improvement

• Be responsible for a first point of contact on escalation from publishers with strong ownership

• Lead continuous improvement on process, policy and tool through audit or data analysis of publisher contacts

• Work together with relevant stakeholders to solve publisher issues

• Identify improvement areas of efficiency for customer and team members through daily work observation

• Provide guidelines on time adherence and lobby management

• Encourage team to make a positive environment and to get along with stakeholders

Basic Qualifications

Requirements:

• Demonstrated experience of at least 1 year in a front line external (customer or supplier) facing role requiring email, voice or message board type of interactions with customers/sellers

• Demonstrated ability to work as an effective team member

• 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

• Strong analytical skills and ownership required. 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

• Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner

Preferred Qualifications

Preferred Qualifications

• Must be fluent in Japanese & English in both written and verbal communication

• Experience in a technical support process, especially for web enabled software products or services is highly preferred

• Basic familiarity with web technologies, html and SQL is highly desirable

• Experience working in a customer service or call center preferred

• Experience working under pressure in a fast-paced and ambiguous work environment while consistently meeting standards for productivity and quality

• Prior experience in process improvement initiatives or six sigma type of projects is preferred