Description
Amazon's D2AS Workflows team creates and manages support content that helps our associates resolve issues for a wide range of products, including Alexa, Fire TV, Tablets and E-readers, as well as digital services like Amazon Music and Prime Video.
The D2AS Workflows team is looking for a Content Developer to join their team on a full-time basis.
The role will involve content development for Astro / AC3 (associate-facing content platform) and Cantilever, Message Us, and Product Lifecycle Support (customer-facing platform with self-serve support content). In addition to developing content for D2AS product and feature launches, you will identify opportunities to optimize content quality in order to improve the associate experience and solve customer issues. This role is an excellent opportunity to learn new content authoring and technical skills and gain additional insight into how the Amazon CS network collaborates to provide the best possible experience for our customers.
The ideal candidate will have the ability to understand and clearly document complex technical concepts and processes. You will have experience with technical writing, content quality review or testing, and continuous improvement. You are self-motivated and able to work independently with the organizational discipline to track and manage your work for several projects within tight deadlines.
The candidate will have proven ability to make quick decisions under pressure in ambiguous circumstances, and will have a record of extraordinary attention to detail and follow-through. You should have a strong quality focus and demonstrate proven innovation to find solutions to increase efficiency. You are a problem solver with an interest in technology and Amazon devices, digital products and services.
Key job responsibilities
- Learn how to develop content for global D2AS associates and customers.
- Learn DITA XML content models and learn how to develop XML topics in the Content Management System (CMS) and workflows in Janus.
- Audit existing content and analyze data to make decisions for content improvements.
- Author, modify and update workflow content based on audit results to improve associate and customer experiences.
- Identify opportunities to reuse content where it benefits the authoring effort, associate comprehension and issue resolution effectiveness.
- Implement XML coding by hand (creating xml files, cleaning up partially coded content and adding code where needed).
- Adhere to the content style guide and authoring standards.
- Use the Amazon Contact Tenets (ACTs) to develop support content that raises the bar and delivers best in class customer experiences.
- Analyze data reports with usage metrics for Astro and Cantilever using web analysis tools like Tableau and Heartbeat.
- Respond to associate feedback on Astro within defined SLAs / resolution timeframes.
- Perform global content updates, and professionally reply to feedback from our associates and partner teams.
A day in the life
-If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!-Benefits Summary:
-Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan-
We are open to hiring candidates to work out of one of the following locations:
Austin, TX, USA | Nashville, TN, USA | Seattle, WA, USA
Basic Qualifications
2+ years experience in program / project management.
2+ years experience creating content - with a portfolio to demonstrate it.
Experience with coding/content tagging (in HTML, XML or scripting languages).
Preferred Qualifications
Experience with A/B testing.
Experience effectively partnering with remote and global team members.
Experience developing and managing content for an international audience.
Experience in Customer Service.
Experience in developing technical or troubleshooting content.
Experience coding in DITA XML, and using XMetal or Oxygen editors, or using Content Management Systems.
Experience with content metric / data analysis.
Working knowledge of Agile methodology
Experience with process and /or customer experience improvement projects.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
