• 電子出版サポート・スペシャリスト(仙台)/ Publisher Support Specialist (Sendai)

    勤務地 JP-04-Sendai
    掲載日 3 months ago(2018-11-13 18:20)
    Job ID
    Amazon Japan G.K.
    Company/Location (search) : Country (Full Name)
  • Job Description


    • 出版社、出版者からの問い合わせメールに対する調査と対応
    • 出版社、出版者からの支払い関する問い合わせの調査
    • 技術的な専門知識を必要とするトラブルや問題について、開発部門と連携しての出版社、出版者対応
    • 出版社、出版者からの要望と解決策に関する情報の管理、およびその改善
    • 一般的な質問に対する回答例の整備(ヘルプページの改善)
    • マネージャーの指示の下、業務プロセスの整備、および文書化作業
    Amazon's Kindle Direct Publishing (KDP) is a self-service publishing framework for publishing e-books to the Amazon Kindle store. The KDP Support Specialist will be the front line interface between Amazon and vendors/content publishers who use the KDP tool to upload content they want to put up for sale on the Kindle store. The KDP Support Specialist will serve as the primary support interface for vendors using the KDP system and ensure all their concerns are duly attended to such that the system works smoothly. Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary product that will change the way people.
    • Process and Respond to emails received from publishers
    • Respond to queries sent to the KDP forums
    • Investigate payment concerns brought up by customers
    • 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

    Basic Qualifications

    • 英語力:定常的に書面(メール他)でのコミュニケーションが行えること
    • チームメンバーと密にコミュニケーションをとり、協力しながら業務を遂行できること
    • メールや電話での外部(顧客や取引先)からの問い合わせ対応の経験(1年以上)
    • すぐれたコミュニケーション能力の持ち主。出版者と良好なコミュニケーションできること
    • すぐれた文章力。複雑な問題を理解し、簡潔な内容のメール回答ができること
    • 高度な分析力。出版者が直面する問題を理解、分析、文章にし、いつ、だれにエスカレーションするか、そのための行動を決定できること
    • 丁寧な作業で、手順を順守できること。手順に従い、明瞭簡潔な方法で要望に対して書面での応対ができること
    • Demonstrated experience of at least 1-5 years in a front line external (customer or supplier) facing role requiring email, voice or message board type of interactions with customers/external parties
    • Demonstrated ability to work as an effective team member
    • Excellent verbal communication skills required. Must be able to interact with an external party like customers and suppliers comfortably
    • Excellent written communication skills. Should be able to understand a complex problem and draft a concise email response
    • 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

    Preferred Qualifications

    • 大学卒であること、ただしは学部不問。
    • ウェブ技術に関するコンピューター資格があれば尚可
    • テクニカルサポート、特にソフトウェアの製品・サービスに関するウェブでサポート経験があれば尚可
    • ウェブ技術とHTMLに関する基礎知識があることが非常に望ましい
    • プロセス改善を主導、またはシックス・シグマを使ったプロジェクトの経験があれば尚可だが、必須ではない

    Preferred Qualifications

    • Must be fluent in Japanese & English in both written and verbal communication
    • 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
    • Basic familiarity with web technologies and html is highly desirable
    • Experience working in a customer service or call center preferred
    • Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
    • Prior experience in process improvement initiatives or six sigma type of projects is preferred but not required
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