Customer Support Specialist
3 weeks ago
Fluent in Dutch and English
- Excellent written and verbal communication skills.
- Flexibility to work in a shift environment which may include weekends
Job summary
**Responsibilities**:
- 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 operations manager in documenting process flows
- Graduate degree in any field. Additional computer skills certifications in web technologies are preferable.
- 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
- 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 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
- Prior experience in process improvement initiatives or six sigma type of projects is preferred but not required
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