Escalation Specialist Spanish Global Security Organization GSO Global Security Operations Centre GSOC
Escalation Specialist Spanish Global Security Organization GSO Global Security Operations Centre GSOC
Posted on :
09-04-2025
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1 Vacancy
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Job Description
The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates physical assets and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response incident triage and crisis management.
Amazon is hiring an Escalation Specialist at GSOC India office. The Escalation Specialist will work directly with customers law enforcement delivery associates and operations to navigate and triage security and operational risks while providing critical incident and workplace violence triage coordination and facilitation.
Key job responsibilities
Provide support to delivery associates onroad 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 and be gifted at learning new technology. Demonstrating ownership customer obsession and concise oral and writing skills are crucial requirements for this role.
Shift work will be required potentially to include nights weekends and public holidays. Must be willing to support any schedule during our DAY NIGHT or MIXED hours shifts. We operate 24x7 365 Days.
Conversational level fluency in Spanish and English
Effective computer skills as needed for work (e.g. Data Entry MS Office Suite and programs to include Word Excel and Outlook) including the ability to type a minimum of 35 words per minute with high accuracy
Ability to use multiple software applications simultaneously with demonstrated knowledge of working over internet and successfully navigating websites
Demonstrates effective clear and professional written and oral communication and attention to detail
Demonstrates effective composure empathy and a positive professional attitude
Work a flexible schedule/shift/work area including weekends nights and/or holidays
3 months of customer service experience to include answering multiple phone lines and ticket related communication in a Command Center work environment
Bachelors degree Preferably in Criminal Justice Political Science Crisis Management or Business Administration
Experience in resolving conflicts providing crisis management triage and setting appropriate expectations with customers
Experience working in fast paced environments and managing workload even during times of stress or escalated activity
Intermediate fluency in one or more of the following languages Hindi Telugu Italian German French
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Amazon is hiring an Escalation Specialist at GSOC India office. The Escalation Specialist will work directly with customers law enforcement delivery associates and operations to navigate and triage security and operational risks while providing critical incident and workplace violence triage coordination and facilitation.
Key job responsibilities
Provide support to delivery associates onroad 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 and be gifted at learning new technology. Demonstrating ownership customer obsession and concise oral and writing skills are crucial requirements for this role.
Shift work will be required potentially to include nights weekends and public holidays. Must be willing to support any schedule during our DAY NIGHT or MIXED hours shifts. We operate 24x7 365 Days.
Conversational level fluency in Spanish and English
Effective computer skills as needed for work (e.g. Data Entry MS Office Suite and programs to include Word Excel and Outlook) including the ability to type a minimum of 35 words per minute with high accuracy
Ability to use multiple software applications simultaneously with demonstrated knowledge of working over internet and successfully navigating websites
Demonstrates effective clear and professional written and oral communication and attention to detail
Demonstrates effective composure empathy and a positive professional attitude
Work a flexible schedule/shift/work area including weekends nights and/or holidays
3 months of customer service experience to include answering multiple phone lines and ticket related communication in a Command Center work environment
Bachelors degree Preferably in Criminal Justice Political Science Crisis Management or Business Administration
Experience in resolving conflicts providing crisis management triage and setting appropriate expectations with customers
Experience working in fast paced environments and managing workload even during times of stress or escalated activity
Intermediate fluency in one or more of the following languages Hindi Telugu Italian German French
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Exec
Employment Type
Full-Time
Key Skills
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