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Senior Publisher Support Specialist
2 months ago
We are seeking a highly skilled Publisher Support Specialist to join our team at Amazon. As a key member of our support team, you will play a critical role in ensuring the smooth publication of e-books on our platform.
Key Responsibilities- Provide solutions to remove blockers on process, tool, and operation to ensure seamless e-book publication.
- Offer technical advice and coaching to team members to improve performance and efficiency.
- Be the first point of contact for escalated publisher issues, demonstrating strong ownership and problem-solving skills.
- Lead continuous improvement initiatives on process, policy, and tool through data analysis and audit of publisher contacts.
- Collaborate with stakeholders to resolve publisher issues and identify areas for improvement.
- Provide guidelines on time adherence and lobby management to optimize team performance.
- Encourage a positive team environment and foster collaboration with stakeholders.
- Demonstrated experience in a front-line external-facing role requiring email, voice, or message board interactions with customers/sellers.
- Ability to work effectively as a team member.
- Excellent verbal and written communication skills.
- Comfortable interacting with external parties, including customers and suppliers.
- Strong analytical skills and ownership.
- Detail-oriented and process-focused.
- Fluency in Japanese and English in both written and verbal communication.
- Experience in technical support, especially for web-enabled software products or services.
- Basic familiarity with web technologies, HTML, and SQL.
- Experience working in customer service or call centers.
- Experience working under pressure in a fast-paced and ambiguous work environment.
- Prior experience in process improvement initiatives or Six Sigma type of projects.
Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.