Multi-lingual Escalation Specialist, Global Security Operations Center
ADCI - Karnataka - A66•4h ago
IN, KA, BengaluruHybridFull-timeEntry Level0-1 yrs exp
Top focus
Security EngineerOperations AnalystOperations ManagerSecurity ArchitectOperations Consultant
- The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets
- brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage
- crisis management. Amazon is hiring an Escalation Specialist at GSOC- India office. The Escalation Specialist will work directly with customers, law enforcement, delivery associates
- operations to navigate and triage security and operational risks
- providing critical incident and workplace violence triage, coordination
- facilitation. Key job responsibilities
- Provide support to delivery associates on-road, and customers receiving shipments or services from Amazon, by researching and troubleshooting with internal tools.
- Triage and prioritize incoming incidents and collaborate with crisis management leadership.
- Transfer lower severity calls, which can be a significant percentage of total call volume, to appropriate partner including Customer Service and Shipping/Delivery
- Manage phone communications and facilitate the flow of information between various internal and external customers (Delivery Associates/Delivery Service Providers/Operations Managers/Customer Service Associates/Amazon Customers).
- Write clear and concise reports in a timely manner which in turn will be escalated to senior leadership and stakeholders. A day in the life judgment
- be gifted at learning new technology. Demonstrating ownership, customer obsession
- concise oral and writing skills are crucial requirements for this role. We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.
- High school or equivalent diploma - Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc. - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience in an IT/operations/call/command center work environment - Can read, write and speak Telugu, Hindi and English - Demonstrates effective composure, empathy
- a positive, professional attitude
- Experience in resolving conflicts, providing crisis management triage
- setting appropriate expectations with customers - Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message
- ticket related communication
- communicate clearly within a command center environment - 6+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment - Intermediate fluency in one or more of the following languages Telugu, Hindi and English - Bachelor’s degree – Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration - Experience in resolving conflicts, providing crisis management triage
- setting appropriate expectations with customers - Experience working in fast paced environments
- managing workload even during times of stress
- escalated activity Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Required skills
Microsoft OfficeCrisis ManagementCustomer Service