Escalation Specialist

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 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 Services 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 The successful candidate will exemplify Amazon s goal to be Earth s most customer-centric company and have a proven track record of legendary customer service good 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 Japanese 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 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 Kannada Telugu Malayalam Tamil Bengali Marathi Spanish Italian German French BASIC QUALIFICATIONS- 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 environmentPREFERRED QUALIFICATIONS- Experience in resolving conflicts providing crisis management triage and setting appropriate expectations with customers - Experience multitasking including answering multiple phone lines prioritize e-mail instant message and ticket related communication and communicate clearly within a command center environment