Multi-lingual ES Spanish, Global Security Operations Center
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Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
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 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 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.
- Speak write and read fluently in Spanish
- Experience in computer skills including proficiency in MS Office (Word Excel PowerPoint)
- Knowledge of working over internet and successfully navigating websites
- Experience in written and spoken English and an ability to compose grammatically correct concise and accurate written responses
- Work a flexible schedule/shift/work area including weekends nights and/or holidays
- Can read write and speak Telugu Hindi and English
- Demonstrates effective composure empathy and a positive professional attitude
- 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 Spanish Telugu Hindi and English
- 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
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 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 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.
- Speak write and read fluently in Spanish
- Experience in computer skills including proficiency in MS Office (Word Excel PowerPoint)
- Knowledge of working over internet and successfully navigating websites
- Experience in written and spoken English and an ability to compose grammatically correct concise and accurate written responses
- Work a flexible schedule/shift/work area including weekends nights and/or holidays
- Can read write and speak Telugu Hindi and English
- Demonstrates effective composure empathy and a positive professional attitude
- 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 Spanish Telugu Hindi and English
- 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
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.
Key Skills
- Splunk
- Compliance Management
- IDS
- SOC
- Cybersecurity
- Identity & Access Management
- Security
- Information Security
- Process Engineering
- Metadata
- Encryption
- Siem
About Company
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