Technical Support Representative

| Austin | Hybrid
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About us:

HomeAway, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million unique places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands.

HomeAway offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. 

HomeAway Technical Support Representatives are responsible for providing Level II phone and email customer support for the HomeAway suite of web sites. We are looking for someone who is comfortable working in a call center atmosphere, enjoys solving problems for other people, has a medium-to-strong technical background (we will provide training on our products and services), and can explain complex ideas and concepts in a clear, simple manner. Technical Support Representatives require both an intimate knowledge of product as well as some extended general technical knowledge of web browser technologies, operating systems and hardware. Interfacing directly with our customers, they should possess strong communication skills and be able to explain technical concepts in a way best understood by the individual they are working with. 

Job Responsibilities:

  • Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide support via phone and email.
  • Identify, report and track Product Defects.
  • Recognize and handle customer errors gracefully.
  • Contribute knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures.
  • Help to analyze and identify issue severity levels and follow appropriate escalation procedures.
  • Educate customers in best practices for using HomeAway applications.
  • Meet agreed upon and expected service levels for case completion and quality standards.
  • Be the customer’s primary point of contact through resolution, and delight the customer throughout the process.
  • Be an advocate for the voice of the customer.
  • Develop and maintain expert knowledge on HomeAway products.
  • Communication with internal partners.

Experience Required:

  • Minimum of 1–2 years’ experience as a customer support representative, ideally in a technical capacity for a consumer web site.
  • Experience with Windows and Apple OS.
  • Experience with Android, Apple and Windows based mobile devices.
  • Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons for popular browsers like Chrome, FireFox and Safari.
  • Experience with MS Office suite including Outlook, Word, Excel, and PowerPoint.
  • Experience troubleshooting connection issues using knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks as well as protocols like DNS, DHCP, HTTP, TCPIP.
  • Experience troubleshooting email issues and understanding of IMAP, popular webmail and email providers, settings, filters and relayed/aliased addresses.
  • Basic understanding of web coding, HTML, CSS, XML, API, SQL, JavaScript and hosting.
  • Overtime, evening, weekend and holiday shifts may also be required.

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.

“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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