Kdp Support Analyst, Spanish

5 days ago

Cape Town, South Africa Amazon Dev Centre South Africa Full time

Proven Spanish and English verbal and written fluency skills.
- 1+ years of previous experience in a contact center environment.
- Demonstrated verbal and written communication skills with external/internal parties
- Proven ability to understand complex issues

Position Responsibilities
- 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 KCQ team
- Work with publishers that their content has been removed
- Maintain and improve a knowledge base with unique publisher requests and their solutions
- Work on developing standard responses for common questions
- Remotely calibrate with peers and leads on other sites of the network to ensure consistent experience to publishers
- Proficiency en MS Office package (Excel, Word) and HTML
- Strong analytical skills. 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
- Experience in a technical support process, especially for web enabled software products or services

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