Content Developer, D2AS Workflows

5 months ago

Hyderabad, India ADCI HYD 20 SEZ Full time
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.

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.

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