OverviewThe 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.ResponsibilitiesProvide 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 lifeJudgment, and be gifted at learning new technology. Demonstrating ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.Shift informationShift 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 QualificationsSpeak, write, and read fluently in JapaneseExperience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint)Knowledge of Hindi grammar and spelling (both written and verbal)Preferred Qualifications6+ months of customer service experienceBachelor's degree in Criminal Justice, Security, Law Enforcement, Business Management, Accounting or related fieldsOur 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.#J-18808-Ljbffr