ADCI
Investigation Loss Prevention, Real Estate/Facilities, Logistics
EscalationSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Escalation Specialist at ADCI. Skills: Security operations, Incident response, Customer support. Provide support to delivery associates. Research and troubleshoot with internal tools”
Industry & Context.
Troubleshooting
Shift work required, Nights, weekends, holidays, Support any schedule, 24x7 -365 Days operation
What They're Looking For.
Must Have
Speak, write, and read fluently in Spanish, Experience in computer skills, Proficiency in MS Office, Knowledge of working over internet, Experience navigating websites, Experience in written and spoken English, Ability to compose grammatically correct written responses, Work a flexible schedule/shift/work area, Read, write and speak Telugu, Hindi and English
Nice to Have
6+ months of customer service experience, Answering multiple phone lines, Ticket related communication, Command Center work environment, Intermediate fluency in Spanish, Intermediate fluency in Telugu/Hindi, Intermediate fluency in English, Bachelor’s degree, Experience in resolving conflicts, Experience providing crisis management triage, Experience setting appropriate expectations, Experience working in fast paced environments, Managing workload during stress
What You'll Do.
Provide support to delivery associates
Research and troubleshoot with internal tools
Triage and prioritize incoming incidents
Collaborate with crisis management leadership
Transfer lower severity calls
Manage phone communications
Facilitate information flow
Write clear and concise reports
How You'll Work.
Team & Collaboration
Cross-functional coordination; Internal and external customers
Communication Scope
Oral skills; Writing skills
Full Job Description
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: - Speak, write, and read fluently in Spanish - Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint) - Knowl
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