Product Support Specialist

| Austin | Hybrid
Sorry, this job was removed at 2:32 p.m. (CST) on Friday, August 17, 2018
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HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

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. As a Product Support Representative, you will work directly with property managers who list their inventory to HomeAway’s distribution network. Are you someone who thrives in a culture of rapid growth? Do you excel in an environment with frequent change? Are you technically inclined and do you enjoy creatively solving problems? Then keep reading, this role may be right up your alley!

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
  • S2 level or above is required (applies to internal candidates only)

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 preferred
  • 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 & Perks:

  • 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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Location

Expedia Group has three offices in the Austin area with a 16-story building now open in the Domain.

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