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Content Developer, Amazon Games

Amazon
Seattle, Washington, USA
2 years ago
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At Amazon Games, we believe in ground-breaking games that can redefine the boundaries of player experience. Are you a gamer? Are you passionate about relentlessly advocating for the best customer experience through strong partnerships with the various business teams? Do you thrive in a fast-moving culture where customer obsession and the ability to think on your feet are highly valued?

The Amazon Games player experience team acts as the centralized customer experience bar raisers between internal Customer Service, outsourced Customers Service, Game Development, Business teams and Amazon’s customers.
We are seeking a Content Developer to support writing, development, and editing of policies, product guidance, and content that enables our support teams to provide quality help to players.

A successful candidate will be resourceful, customer-focused, and team-oriented. You will have an ability to work independently under time constraints to meet deadlines, and will have a proven track record in writing high-quality content. The ideal candidate will have experience successfully collaborating with product, program, UX, and technical partners. You are a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment.

In this position you will:

· Be a subject matter expert on the front and back end of our games and the support issues our players experience.
· Show a passion for continuously improving the customer experience.
· Assist in the creation of policies, strategies and processes to enhance the player experience and interaction with customer support.
· Draft and edit support policies, runbooks, customer support tooling documentation, and internal communication updates.
· Assist in maintaining up-to-date support articles and training for our larger customer support group by providing input and reviewing content created by partner teams.
· Monitor support channel messaging to collect incoming and outgoing interactions for updated training content, guidance and clarification.
· Develop and maintain key relationships with internal stakeholders.
· Delivering qualitative and quantitative reporting.
· Find ways to continually improve player communication programs and processes.

About Us
Amazon Games applies the principles of Amazonian culture to the world of game design. We have a diverse team of talented, creative people pairing their love of making games with the unique strengths that come with being part of Amazon. Across all of our teams and locations, we are united by a common purpose: to share great gaming experiences with customers around the world. We believe in a future where everyone is a gamer and everyone can create, compete, collaborate and connect through games, and we are looking for the right people to help us build that future. With the power of Twitch and AWS at your fingertips, you will have the chance to innovate in gameplay, creativity, marketing, and technology, while working alongside some of the smartest and most creative minds in the industry.

Inclusive Culture, Work/Life Balance, & Career Growth

We embrace our differences and are committed to furthering our culture of inclusion. We offer ten employee-led affinity groups with 190 global chapters, innovative benefits, and annual and ongoing learning experiences (including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences). Our team also puts a high value on work-life balance and offers flexible working hours. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. Additionally, our team is dedicated to supporting you with mentorship and pathways for ongoing development. We have a broad mix of experience levels and tenures, and are building an environment that celebrates knowledge sharing and promotes career choice.

Basic Qualifications

· Bachelor degree required
· 2+ years of professional writing experience for games
· 2+ years of customer support experience
· Ability to multi-task & prioritize, with strong organizational and follow-up skills.

Preferred Qualifications

· Experience working in the fast-paced gaming industry including, training, writer or customer support.
· Proven ability to work autonomously, triage and prioritize work, and operate in ambiguity
· Experience with CMS systems
· Exceptional communication skills, both written and verbal.
· A strong passion for video games and the gaming community
· Excellent written and verbal communication skills

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