ADCI
Technology
Multi-lingualEscalationSpecialist,GlobalSecurityOperationsCenter
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Multi-lingual Escalation Specialist, Global Security Operations Center at ADCI. Skills: Escalation management, Incident triage, Crisis management. Provide support to delivery associates. Provide support to customers”
Industry & Context.
Troubleshooting; Judgment
Weekends, Nights, Holidays
What They're Looking For.
Must Have
High school or equivalent diploma, Knowledge of Microsoft Office products, Work a flexible schedule/shift/work area, Experience in an IT/operations/call/command center work environment, Read, write and speak Telugu, Hindi and English
Nice to Have
Experience in resolving conflicts, Experience providing crisis management triage, Experience setting appropriate expectations with customers, Experience multitasking, Experience answering multiple phone lines, Experience prioritizing e-mail, instant message, and ticket related communication, Experience communicating clearly within a command center environment, 6+ months of customer service experience, Intermediate fluency in Telugu, Intermediate fluency in Hindi, Intermediate fluency in English, Bachelor’s degree, Experience working in fast paced environments, Experience managing workload during stress
What You'll Do.
Provide support to delivery associates
Provide support to customers
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 between customers
Write clear and concise reports
How You'll Work.
Team & Collaboration
Cross-functional coordination; Vendor management; Stakeholder management
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. We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs. Basic Qualifications: - High school or equivalent diploma - Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc. - Work a flexible schedule/shift/work a
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