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The Amazon Global Workforce Staffing (WFS) Organization is key to delivering our customer experiences around the globe. With 1M hourly associates hired annually and growing to more than 1m in the next 24 months, it is a key operational mechanism to ensure we deliver our customer experiences globally.

WFS Global Content is a dynamic and diverse team with members located in both North American and Europe. We help to enable employee self-sufficiency by providing simple, intuitive knowledge resources to our call center agents. We use a variety of data sources to better understand agent needs. We seek feedback from and partner with cross-functional teams to develop self-service solutions to help WFS create a world-class hiring experience for candidates.

Call center agents provide support globally through a variety of contact channels designed to meet the preferences of our candidates. Our goal is to empower call center agents to find the right answers at the right time as they support candidates throughout the hiring process.

This role will be responsible for helping us to revolutionize content that exists today to improve the user experience, and make content easy to find and understand. Global Content Technical Writer and Editors are the ‘voice of Amazon’ for our candidates through the writing, publishing, and maintaining of internal and candidate-facing knowledge resources.

You'll need a technical background that enables you to work effectively with tech teams, product managers, and program managers. Your deliverables will include conceptual information, step-by-step procedures, and FAQ. You will interact with customers and use their feedback to improve the documentation. You will need excellent communication skills, and a demonstrated ability to deliver high-quality technical publications.

This position can be located in Seattle, Nashville, New York, or HQ2 in Virginia.

Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have 12 affinity groups (employee resource groups) with more than 87,000 employees across hundreds of chapters around the world. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which reminds team members to seek diverse perspectives, learn and be curious, and earn trust.

You will be responsible for:

  • Authoring new content in multiple CMS platforms.
  • Working with metadata and page contents to ensure it appears in the right search results.
  • Ensuring that all content maps to the tenets of the content team.
  • Navigating ambiguity with ease. Creatively overcoming obstacles and turn challenges into opportunities.
  • Actively seeking feedback from all levels and work with other writers to raise the bar.
  • Evolving content by eliminating anything outdated, ensuring that content on all platforms is consistent, adds value to employees, answers their questions, and either provides a true self-service path, or an escalation path that’s current if no self-service is possible.

A successful candidate will be resourceful, customer-focused, and team-oriented. They will have an ability to work independently under time constraints to meet deadlines. They will have a proven track record in writing high-quality content.

BASIC QUALIFICATIONS

  • 2+ years of professional technical writing experience.
  • Degree in English, technical writing, computer science or a related field.
  • Experience working with an object-oriented programming language, scripting languages, and SQL.
  • Experience using documentation tools to write, format, manage, and publish high-quality content.
  • Experience working with XML-based publishing systems.
  • Strong editorial background and exceptional skills in proofreading and authoring, creating, implementing, and ensuring adherence to technical style guides. Experience using and following editorial standards, such as a style guide.

PREFERRED QUALIFICATIONS

  • Work experience in a global and cross-functional team environment.
  • Experience with search engine optimization.
  • Project management experience.
  • Experience in a multi-language publishing environment and working with content management systems.
  • Ability to learn and explain business processes.
  • Experience working with agile project management methodologies.

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, visit https://www.amazon.jobs/en/disability/us.

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