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Technical Writer, AWS Customer Service

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Amazon

Jan 25

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Cape Town

AI generated summary

  • You need strong writing skills, experience with content tools and CMS, knowledge of DITA XML, content project management, and familiarity with AWS services and cloud computing.
  • You will write and edit knowledge center content for AWS Customer Service, collaborate with teams, ensure quality standards, and manage the documentation process from planning to maintenance.

Requirements

  • 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.
  • 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.

Responsibilities

  • 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.

FAQs

What qualifications are required for the Technical Writer position?

A Bachelor's degree from an accredited university or equivalent industry or military experience is required. Experience creating content in DITA XML and content project management experience is also preferred.

Is prior experience in AWS necessary for this role?

While familiarity with AWS services and a passion for the AWS customer experience is preferred, it is not explicitly required.

What kind of writing experience is necessary for this position?

Candidates should have strong written skills demonstrated through the creation of internal documents and experience in creating content for multiple audiences.

Will I be working with other teams in this role?

Yes, you will collaborate with the AWS Customer Support operations team and other internal stakeholders to optimize and maintain knowledge center content.

What kind of content will I be responsible for creating?

You will be responsible for creating and maintaining internal-user knowledge center content as well as content used to communicate with external customers to resolve issues.

What tools will I be using in this job?

Experience using content creation tools to develop structured content using templates is important since you will work in a Content Management System with version control.

How does the company view diversity and inclusion?

Amazon values diverse experiences and is strongly committed to diversity within its community. They encourage candidates from all backgrounds to apply.

What is the work environment like at AWS?

AWS promotes a dynamic, fast-paced environment where work-life balance and flexibility are key aspects of the company culture.

Are there opportunities for career growth in this position?

Yes, AWS offers endless knowledge-sharing, mentorship, and career-advancing resources to help employees develop into better-rounded professionals.

How does AWS support individuals with disabilities during the hiring process?

AWS provides workplace accommodations or adjustments during the application and hiring process. Candidates can visit the company's accommodation page for more information.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.