Looking for a Workflow Author to work with them on the ASTRO program on a full-time basis. You will audit, migrate, author, optimize, test and publish ASTRO troubleshooting workflows and content.
You will contribute to the global expansion of ASTRO to better serve our customers and the Customer Service network as a whole.
The ideal candidate for the role will have the ability to understand and clearly document complex technical concepts and processes.
You will have high quality writing skills, experience with technical writing and a background in web development or computer science.
You will have experience in content quality review, QA 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 successful candidate will have the ability to make quick decisions under pressure in ambiguous circumstances and will have a record of extraordinary attention to detail.
You should be innovative and have a strong focus on quality. You should be able to develop creative solutions to complex problems or technical limitations.
You are a problem solver with an interest in technology and Amazon s digital products and services.
Tasks / Responsibilities
Learn how ASTRO works and how to build ASTRO workflows.
Learn DITA XML content models and how to construct XML topics in the CMS.
Use sound business judgment to make quick decisions under pressure in ambiguous circumstances
Audit existing content and analyze data to make decisions for deprecating or de-duplicating content.
Review and fix existing ASTRO content for inconsistency and quality issues to improve the CSA issue troubleshooting experience.
Develop internal content for the Customer Service network
Identify opportunities to reuse content where it benefits the authoring effort, CSA comprehension and issue resolution effectiveness.
Author, modify and update ASTRO content (workflow troubleshooting and instructions)
Implement XML coding by hand (creating xml files, cleaning up partially coded content and adding code where needed).
Modify existing workflows and author new ASTRO troubleshooting content.
QA ASTRO content and workflows for an international audience
Contribute to the global expansion of ASTRO
Exceptional writing skills
Experience in content development, technical writing, journalism, or business writing
Strong knowledge of English grammar, syntax and diction.
Native-level fluency in English.
Experience with coding / content tagging (in HTML, XML or scripting languages).
Exceptional attention to detail.
Proven organizational and multi-tasking ability.
Proven reliability and dependability.
Proven ability to quickly learn new software and concepts.
Ability to work a Monday Friday daytime schedule.
Two years experience working in a content development, web development, programming, or computer science role.
Experience coding in DITA XML, and using XMetal or Oxygen editors, or using CMS systems.
Experience in web / software testing or review of documentation or web content.
Experience of supporting Digital and Device products and services.
Experience with content or data analysis.
Experience effectively partnering with remote team members.
At least six months of experience in Amazon CS.