Kdp Support Analyst, De
6 days ago
Proven German 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
Job summary
Position Overview
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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