A
Hiring companyAmazon
Verified today
Escalation Specialist, Multi-lingual Spanish
Bengaluru, KA, IND Full-time On-site
About the role
Amazon Global Security Operations Center (GSOC) mitigates security and operational risks for associates, assets and brand. As an Escalation Specialist you will triage incidents, coordinate with law enforcement and delivery teams, and produce clear reports for senior leadership. Bengaluru, India office, on-site with a hybrid shift schedule and two rotating days off per week.
What you’ll do
- Provide support to delivery associates and customers via internal tools
- Triage and prioritize incidents, collaborating with crisis management leadership
- Transfer lower severity calls to appropriate partners
- Manage phone communications and facilitate information flow among internal and external stakeholders
- Write clear, concise incident reports for senior leadership
What you’ll bring
- High school or equivalent diploma
- Fluent in Spanish, Hindi and English
- Experience in IT/operations/call/command center
- Flexible schedule including weekends, nights, holidays
Nice to have
- 6+ months customer service in a command center
- Intermediate fluency in additional languages (Telugu, Hindi)
- Bachelor’s degree preferred in Criminal Justice, Political Science, Crisis Management or Business Administration
Skills
Incident triageCustomer serviceMultilingual communicationCommand center operationsCrisis management
Education
High School or equivalent