Escalation Specialist – Multilingual (Spanish/Hindi/English) – GSOC

About the role

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

Key responsibilities

• Research and troubleshoot issues for delivery associates and customers using internal tools.
• Triage, prioritize and route incoming incidents to appropriate teams, including crisis management leadership.
• Manage phone communications and facilitate information flow between delivery associates, service providers, operations managers and customers.
• Prepare clear, concise incident reports for senior leadership and stakeholders.
• Work a flexible schedule that includes weekends, nights and holidays as required.

Required profile

• High school diploma or equivalent.
• Minimum 6 months of customer‑service experience in a call/command centre environment.
• Ability to read, write and speak Spanish, Hindi and English.
• Demonstrated composure, empathy and professional attitude in high‑pressure situations.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Outlook
• Microsoft InfoPath
• Microsoft SharePoint

What we offer

• Opportunity to work in a 24/7 global security operation.
• Exposure to multi‑language customer interaction and crisis management.
• Competitive benefits aligned with Amazon standards.