Multi-lingual ES - Spanish, Global Security Operations Center

• 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. 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 area, including weekends, nights, and/or holidays - Experience in an IT/operations/call/command center work environment - Can read, write and speak Spanish, Hindi and English - Demonstrates effective composure, empathy, and a positive, professional attitude PREFERRED QUALIFICATIONS - Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers - Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment - 6+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment - Intermediate fluen

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.