Amazon is hiring for Support Analyst

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

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 questions
Work with customer service manager in documenting process flows.

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 publishers.
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 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
College graduates preferred, mandatory.

Domestic Relocation Provided: NO
Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational - changes every 3 months')
Weekly Off: Rotational two- consecutive day off (it is a 5-day working week with 2 consecutive days off. The off days changes every 3 months)