Multi-lingual ES - Spanish, Global Security Operations Centre

Logistics, Sales & Operations · Sales & Business Development · Customer Support · Sales Operations

In short

Amazon's Global Security Operations Centre (GSOC) in Bengaluru, India, seeks an Escalation Specialist to mitigate security and operational risks. This role involves 24/7 incident triage, customer and law enforcement liaison, and incident reporting. Requires a high school diploma, proficiency in Microsoft Office, and flexibility for shift work.

Responsibilities

Provide support to delivery associates and customers by researching and troubleshooting with internal tools.
Triage and prioritize incoming incidents and collaborate with crisis management leadership.
Transfer lower severity calls to appropriate partners like Customer Service and Shipping/Delivery.
Manage phone communications and facilitate information flow between internal and external customers.
Write clear and concise reports for escalation to senior leadership and stakeholders.
Support customers, law enforcement, delivery associates, and operations in navigating and triaging security and operational risks.
Provide critical incident and workplace violence triage, coordination, and facilitation.

Requirements

High school or equivalent diploma.
Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
Experience in an IT/operations/call/command center work environment.
Must be willing to support any schedule during DAY, NIGHT, or MIXED hours shifts as operations are 24x7-365 Days.

Desired Qualifications

Experience in resolving conflicts.
Experience providing crisis management triage.
Experience setting appropriate expectations with customers.
Experience multitasking, including answering multiple phone lines.
Experience prioritizing e-mail, instant message, and ticket-related communication.
Ability to communicate clearly within a command center environment.
Demonstrating ownership, customer obsession, and concise oral and writing skills are crucial.

Benefits

Inclusive culture that empowers Amazonians.
Opportunity to deliver the best results for customers.

Skills

Microsoft OfficeSharePointPowerPointExcelOutlookInfoPathWord

#Global Security Operations Centre#Escalation Specialist#Security Operations#Risk Mitigation#Incident Triage#Crisis Management#Law Enforcement Liaison#Customer Support#Workplace Violence Prevention#Workplace Safety#Amazon Worldwide Stores

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