Technical Writer, AWS Customer Service at Amazon Web Services

Description

• Amazon Web Services Customer Support (CS) has an opening for a Technical Writer who thrives in a dynamic, fast-paced environment and has a strong content and technical writing background. As a Technical Writer, you will be responsible for creating and maintaining high-quality knowledge base content to enable the customer support team to resolve customer issues. Our dynamic department requires the content team to be organized and responsive to emerging situations and products that require content support. You will work with internal groups to identify and document processes, procedures, and customer responses. You will explain complex information and processes in a clear and concise manner and work with the CS teams to ensure the accuracy of articles you publish. You will play a significant role in the development of a successful and effective global AWS Support team.

Key job responsibilities
The Primary Responsibilities For a Technical Writer Include

• Write and edit internal-user knowledge center content describing policies and procedures that support AWS CS.
• Write and edit knowledge center content used to communicate with external customers to resolve issues.
• Collaborate with the AWS CS operations team to optimize and maintain internal and external content, while maintaining a high bar for quality.
• Work directly with CS operations and other internal teams ensure accurate and timely delivery of knowledge center articles to support emerging issues.
• Work collaboratively with internal stakeholders to define sustainable processes to create and publish knowledge center content.
• Create, and maintain knowledge center articles and external communication used by a global internal audience with varying skill levels.
• Use writing expertise and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of AWS.
• Manage all aspects of the documentation process—from planning to content maintenance.

Basic Qualifications

• Aptitude for writing and strong written skills demonstrated in creating internal documents and experience creating content for multiple audiences.
• Experience using content creation tools to create structured content using templates.
• Experience working in Content Management
• Systems or other structured content environments with version control.
• Experience working with Customer Support organizations and knowledge management for multiple audiences.

Preferred Qualifications

• Bachelor’s degree from an accredited university or have equivalent industry or military experience.
• Experience creating content in DITA XML.
• Content project management experience.
• Familiar with AWS services- passionate about the AWS customer experience, the success of AWS Support, and familiarity with cloud computing.