Microsoft GSA GCR 招聘信息

Microsoft GSA GCR 招聘信息
发信站: 日月光华 (2007年03月27日14:25:42 星期二)

（请勿投小纸条，有意者直接发信至：v-llisa@）

What is GSA?
The Global Service Automation (GSA) team is a in the Customer Service & Suppor
t organization. GSA's mission is to provide product problem resolution and Sup
port Web services for both internal and external Microsoft customers in the fo
rm of both online self-help and assisted support. We leverage technology and p
roduct integration to make online self-help content more successful and useabl
e for all our customers. Our most recognizable deliverable is content for the
Microsoft Knowledge Base (KB).

We are looking for the following people:

Knowledge Analyst
Job Description
 Work closely with agents, Customer Service (CS) managers and Content
managers focusing on knowledge capture and reuse
 Looks after the health of the Knowledge Base via content monitoring a
nd improvement

Writer’s Minimum Qualifications:
 Strong problem solving and troubleshooting skills
 Proven written communication skills in English and local language
 Strong oral skills in English
 Working knowledge of a variety of Microsoft products Windows 98, Wind
ows NT, or Windows XP.
 Knowledge of Internet and HTML fundamentals
 Basic understanding of database usage
 Passion for technology (curious, has desire to learn, doesn’t rely o
n past knowledge, stays on top of latest technologies)
 In-depth knowledge of  Microsoft Office XP
 Strong working knowledge of Microsoft network and client operating sy
stems
 Ability to search and understand KB articles

Writer’s Preferred Qualifications:
 Ability to read and write in both Traditional Chinese and Simplified
Chinese
 Four-year technical degree or equivalent work experience
 English major, minor, or strong work experience in a related field
 One MCP in a current operating system recommended
 Working knowledge of Windows 2000, or Windows XP

Core Job Responsibilities:
 Author technically and editorially accurate Knowledge Base articles u
sing the KMS and XMetaL content management tools
 Complete change requests to existing articles such as key word change
s, corrections to article formatting or technical content
 Conduct technical review authored content
 Conduct technical sweeps of existing content  for applicability to ne
w programs or product launches
 Gather content needs from Customer Service professionals (utilizing w
ebform template)
 Assist with mentoring on use of Knowledge Center and providing improv
ement suggestions on the content or tools themselves to Microsoft
 Review the existing knowledge wherever it may reside for inclusion in
KC
 Participate in cooperation with the Content Business Managers in the
review and analysis of content metrics for continuous improvement
 Provide requirements to SIT for system improvements and participate i
n testing of upgrades


Technical Writer
Job Description
You will work with a team of technical writers who are focused on the producti
on of critical, time-sensitive content (such as KB content to support Microsof
t security releases) and the development of innovative new content types (such
as Guided Help <su***com[点击查看] . You will be respons
ible for authoring, reviewing, and in some cases publishing content by using m
ultiple XML authoring tools and knowledge management systems. You will have a
proven track record in written technical communication, an in-depth understand
ing of the customer experience, and a strong knowledge of the existing content
base for the products.

Primary job functions include, but not limited to the following:

Content Creation
&#61656; Performing research, acquiring information, writing or revising Micro
soft Knowledge Base articles or other technical content
&#61656; Website management and updates

Content Review
&#61656; Technical Review of new and updated content (Microsoft Knowledge Base
articles, whitepapers, and other technical content)
&#61656; Review content for Technical Accuracy.
&#61656; Assist Content Project Managers in defining and performing sweeps of
existing content for technical accuracy and user focus
&#61656; Implement customer feedback, both internal and external, into new con
tent and update existing content
&#61656; Research and determine feasibility for creation of content based on S
olution Objects


Required Competencies:
&#61656; Demonstrated ability to write content that is correct in all aspects
of US Standard English grammar, usage, and punctuation. Previous experience wr
iting for technical content is a plus
&#61656; Demonstrated excellence in communication, organizational, and interpe
rsonal skills
&#61656; Credible technical knowledge and familiar with Microsoft developer pr
oducts, such as Visual Studio .NET, .NET Framework, etc
&#61656; Ability to rapidly learn new technologies
&#61656; Attention to detail
&#61656; Demonstrated commitment to teamwork and team collaboration
&#61656; Strong project management skills is a plus