• Must be able to interact with an external parties like customers and suppliers comfortably.
• Process and respond to phone calls and emails received from publishers.
• Respond to queries sent to the KDP forums.
• 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 to the development teams.
• Remove certain content as it is 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 responses for common.
• Work with customer service manager in documenting process flows.

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Required Qualification and Skills : 

• Excellent written and verbal communication skills.
• Basic familiarity with web technologies and html is highly desirable.
• Experience in web-enabled software products or services is highly preferred.
• Additional computer skills certifications in web technologies are preferable.
• Should be able to understand a complex problem and respond to publishers.
• Strong analytical skills required. Must be able to understand problems that vendors 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 in clear and concise manner.
• Prior experience in process improvement initiatives or six sigma type of projects is preferred but not required.
• Should be willing to work in night shifts