Content Assistant

Job description

DESCRIPTION

The Americas CS KM Content Assistant is a skilled writer who is able to develop clear and concise content for Customer Service Associates. They partner with business teams to identify content risk and create solutions to mitigate risks. An ideal candidate partners on projects from either Content Strategist or business team to deliver content requests for the Knowledge Management team using existing processes and systems. They rely on a deep understanding of the business, particularly from the customer and CSA perspective, to advocate for the best content. They are able to manage the assigned workload, balancing multiple projects with a reasonable level of autonomy.
Key Responsibilities:

· Resolve content requests through multiple channels.
· Create and maintain Customer Service content in a way that's scalable and customer-focused.
· Respond to time-critical requests and advocate for the right content solutions.
· Partner with teams across Customer Service and Amazon to offer content support for a wide array of initiatives and projects.
· Develop a subject matter expert understanding of Customer Service processes and a variety of Amazon businesses.
· Uphold the voice of Amazon's Customer Service content.

Desired profile

BASIC QUALIFICATIONS

· Bachelor's Degree in English, Communications, Content Strategy or related field (or 2+ years of Amazon experience)
· 12+ months of related professional content management experience (customer service / content creation)
· Experience working in a cross-functional team
· Exceptional written and oral communication skills
· Ability to multi-task in a dynamic technical environment
· Proficiency in Microsoft Office applications