Escalation Specialist – Multilingual (Spanish/Hindi) – GSOC

About the role

Amazon’s Global Security Operations Centre (GSOC) is seeking a multilingual Escalation Specialist to join its India office. The role supports delivery associates, customers and law‑enforcement by triaging security and operational incidents, providing crisis management and ensuring timely communication.

Key responsibilities

• Provide on‑road support to delivery associates and assist customers with shipment issues using internal tools.
• Triage, prioritize and route incoming security incidents, escalating lower‑severity calls to appropriate partners such as Customer Service or Shipping.
• Manage phone communications and facilitate information flow among delivery associates, service providers, operations managers and customers.
• Prepare clear, concise incident reports for senior leadership and stakeholders.
• Work a flexible 5‑day schedule with rotating days off to support 24/7 operations.

Required profile

• High school diploma or equivalent; bachelor’s degree preferred in Criminal Justice, Political Science, Crisis Management or Business Administration.
• Minimum 6 months of customer‑service experience in a command‑center or call‑center environment.
• Ability to read, write and speak Spanish, Hindi and English.
• Demonstrated composure, empathy and professional attitude in high‑stress situations.

Required skills

• Proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook, SharePoint, InfoPath).
• Experience using internal ticketing and incident‑management tools.
• Multitasking across phone lines, email, instant messaging and ticket queues.

What we offer

• Full‑time permanent position with Amazon.
• Opportunity to work in a global security operations environment.
• Flexible shift patterns to support 24/7 operations.