Product Support Representative
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
HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Product Support Representatives work directly with property managers who list their inventory to HomeAway’s distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, technically inclined and outside the box thinking.
Responsibilities:
Support property managers by providing excellent service via phone and/or e-mail contacts
Educate users in all functions and features of our product line
Be the customer’s primary point of contact, build positive rapport and communicate appropriately until the issue is resolved and the customer is satisfied
Help to analyze and identify issue severity levels and follow appropriate procedures for various types of customer situations
Advocate for customer needs by suggesting customer experience improvements
Meet appropriate productivity and quality levels in support of world-class service standards
Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers.
Moderate supervision needed; demonstrates initiative to handle most tasks independently
Required Qualifications:
2+ Years of customer service experience, preferably in a technical contact center supporting enterprise customers
Demonstrated experience with MS Office Suite and CRM systems
Bachelor’s degree preferred, but will accept equivalent experience in field
High level of determination to follow issues through to resolution
Ability to work independently and in a team environment
Ability to multitask and dynamically prioritize tasks
Preferred Qualifications:
Experience with Atlassian products is a plus. (JIRA & Confluence)
Experience troubleshooting software integration and API issues is a plus
Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons for Google Chrome
Able to understand, modify, and troubleshoot customer data configurations and spreadsheets
Basic understanding of HTML and XML are a plus
Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
Potential Schedules Include:
Monday through Friday with occasional Saturday shifts and holidays based upon business needs
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
Stand-up desk
Discounted Metro & Rail pass
Casual dress