About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

The B&B Organization (part of HomeAway, Inc.) is growing its software product support group, which handles a high volume of customer contacts from individual innkeepers and professional property managers. 

The Product Support Representative is responsible for providing first line customer support via the phone or e-mail for our Bed & Breakfast product software. We are looking for someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a simple manner. The most successful applicants are those who thrive on a small team in a culture of rapid growth and frequent change. 

Responsibilities include:

• Support innkeepers and property managers by providing excellent service via phone and e-mail contacts
• Use various software programs to complete tasks
• Create Knowledge Base articles for customers as necessary
• Work with internal teams, coordinating and communicating to resolve customer issues
• Stay up-to-date on product changes to provide accurate and thorough support
• Meet appropriate productivity and quality levels in support of world-class service standards
• Advocate for customer needs by suggesting customer experience improvements

Qualifications:

• 1-3 Years of technical support experience, preferably with Business and/or Accounting software
• Familiar with the following: Windows, IE Explorer, Chrome, Microsoft Word, Outlook
• Ability to work independently and in a team environment
• Ability to multitask
• Excellent written and verbal communication skills
• Working knowledge of Microsoft Office, including Word, scheduling in Outlook.
• Experience with small computer networks, firewalls, anti-virus software a plus, and HTML/CSS is a plus

Key Competencies:

• Questioning and listening skills that support effective communication
• Strong judgment to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
• Resiliency to effectively deal with job stress and upset customers
• Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts
• Ability to adapt quickly to product and procedure changes
• Must be detail- and service-orientated
• Moderate supervision needed; demonstrates initiative to handle more tasks independently

Potential Schedules Include: 5 x 8-hour or 4 x 10-hour shift, some combination of week day and weekend shifts.

Benefits:

• Competitive health and insurance benefits
• Competitive salary
• Annual target bonus or commission
• Paid vacation and sick time
• Vacation rental on a yearly basis (taxable benefit)
• Employee Stock Purchase Program
• Free snacks and beverages
• Frequent company update talks with our leadership team
• Free listing on HomeAway.com
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass
• Casual dress