Support (Escalation) Specialist

Home Alliance is the international company which specializes in repairs of major appliances and home remodeling in the USA. We offer one of the best maintenance services and for that’s why 93% of our customers come to us repeatedly. We have pretty good reputation thanks to our Kharkiv office which is engaged in marketing promotion and customer support.

We are growing our business and we strive for ambitious goals, to reach them we need the help of Support (Escalation) Specialist.

This position is responsible for all written escalation duties and responses. The ideal person to fulfill this position should be able to handle complex analytical thinking while being able to, professionally, and effectively communicate their findings to all necessary parties.

 Your field of responsibility is: 

- Email Responses - need to monitor the general inbox for all departments for any escalation emails that would need to be replied to promptly. The specialist will conduct any necessary research regarding this customer’s questions or concerns and proceed to reply to their email from the respective inbox.

- BBB Responses - responsible for researching, organizing, and comprising a detailed and accurate response to BBB based on the claim lodged against one of the verticals.

- Chargeback Responses - need to conduct extensive research into the chargeback claim and compile all of the dates, amounts, and details regarding the specific charge in question.  

Requirements:

• Strong written and verbal communication skills. (English);
• Capacity to handle complex analytical research;
• Writing Samples (previous professional emails, blog posts, etc);
• Typing Test (40-50 WPM & 85%-100% accuracy score); 
• Strong attention to detail;
•  Previous payment processing experience a plus (chargebacks). 

In return we offer: 

• Ability to combine employment with studies (flexible schedule);
• 30 hours a week, schedule would be 18:00pm - 01:00am or 21:00pm - 04:00am, the ability to work remotely;
• Official employment;
• Office parties, sit-round gathering, gifts from the company.

If you feel a desire to grow professionally, earn and build a career in an international company, then send your resume and we will contact you!