Escalation Specialist

2 weeks ago

Bengaluru, Karnataka, India ADCI - Karnataka Full time
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.

BASIC QUALIFICATIONS

- - 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

PREFERRED QUALIFICATIONS

- 3+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment
- Bachelor's 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.

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations GSO is to mitigate security and operational risks to our associates physical assets and brand Global Security Operations Centre 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

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe 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...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - Karnataka Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (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...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (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...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    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...

  • Escalation Specialist

    18 hours ago

    Bengaluru, Karnataka, India Amazon Full time

    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...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - Karnataka Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (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...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (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...

  • Escalation Specialist

    18 hours ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (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...

  • Escalation Specialist

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. DESCRIPTION:The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our...

  • Cyber Security Escalation Specialist

    2 days ago

    Bengaluru, Karnataka, India Check Point Software Full time

    The Cyber Security industry is rapidly evolving, and at Check Point Software Technologies, we are seeking a skilled Cyber Security Escalation Specialist to join our leading sales & engineering team. As a key member of our post-sales support team, you will be instrumental in facilitating complex technical issues, ensuring effective communication with...

  • Escalations Specialist, RCO Escalation

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - BLR 14 SEZ Full time

    At Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by...

  • Escalations Specialist, RCO Escalation

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    At Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by...

  • Escalations Specialist, RCO Escalation

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. DESCRIPTION:At Amazon we believe that every day is still day one.We are working to be the most customer-centric company...

  • RCO Manager II Escalations, R&C Escalations

    3 weeks ago

    Bengaluru, Karnataka, India ADCI - Karnataka Full time

    At Amazon we believe that every day is still day one.We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Navi Full time

    About usNavi is one of the fastest-growing financial services companies in India providing Personal &Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-firstfinancial products that are simple, accessible, and affordable. Drawing on our in-house AI/MLcapabilities, technology, and product expertise, Navi is dedicated to...

  • Escalation Resolution Expert

    13 hours ago

    Bengaluru, Karnataka, India Navi Full time

    About NaviWe are one of the fastest-growing financial services companies in India, providing personal and home loans, UPI, insurance, mutual funds, and gold. Our mission is to deliver digital-first financial products that are simple, accessible, and affordable. With our in-house AI/ML capabilities, technology, and product expertise, we strive to build...

  • 3 Days Left: Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations GSO is to mitigate security and operational risks to our associates physical assets and brand Global Security Operations Centre 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 Resolution Specialist

    4 days ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job DescriptionWe are seeking a skilled professional to join our dynamic customer service team as a Customer Service Manager. The successful candidate will have a strong background in customer service, finance, or a related field, with a minimum of 5 years of experience in an escalation management role, preferably in the BFSI or Fintech...

  • Escalation Specialist, Arabic, Global Security Organization

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations GSO is to mitigate security and operational risks to our associates physical assets and brand Global Security Operations Centre GSOC supports Amazon Worldwide Stores by providing 24 7 services including alarm monitoring and response incident triage and crisis management Key job...