Job Information
Amazon Sr. Publisher Support Analyst, Kindle Managed Publisher support in Miyagi, Japan
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
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