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About the position
The Content Creator at Blink, part of Amazon Devices, plays a crucial role in maintaining a library of support content that simplifies complex processes for support associates. This remote position focuses on creating and managing content that enhances the efficiency of support teams, ensuring they have the necessary resources to assist customers effectively. The ideal candidate will leverage their project management skills and content creation experience to drive continuous improvement in content accessibility and usability.
Responsibilities
- Partnering with technical, product, and business teams to gather information for support content
- Writing superior content that enables support associates to perform their job with minimal ambiguity
- Using a combination of data analysis, user research, benchmarking, and content audits to identify high-impact opportunities for improvement across all content areas
- Partnering with our business intelligence team to provide reporting on content usage
- Participating in continuous improvement projects related to content accessibility, usability, and updates
- Addressing requests from associates for updates or corrections to content
- Helping script narration for multimedia training as needed
Requirements
- Bachelor's Degree or equivalent work experience
- 3+ years' experience creating support content or technical documentation
- 3+ years' experience using content management systems (CMS), Basic HTML, Microsoft Word, and Microsoft Excel
- 3+ years experience working with complex technical subjects and converting them into content that is easily consumed by customers
- Experience applying and updating style guides for multiple audience types.
Nice-to-haves
- Strong written and verbal communication skills
- Ability to research, scope, prioritize, and lead multiple projects at the same time
- Experience developing support content for contact center associates
- Experience creating DITA content
- Experience using markup languages (e.g. XML)
- Experience with Cascading Style Sheets (CSS)
- Experience using data, feedback, and focus groups to improve support content quality
- Structured authoring tool experience
- Experience storyboarding for eLearning or multimedia content
