Technical Support Representative at Expedia Group

| Austin
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Expedia

 

 

As a Technical Support Representative you are responsible for providing Level II phone and email customer support for the Vrbo suite of websites. Are you someone who is comfortable working in a call center atmosphere? Do you love solving problems for other people and have a medium-to-strong technical background? Note:(we will provide training on our products and services). Can you 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. You will be interfacing directly with our customers and should possess strong communication skills as well as the ability to explain technical procedures in a way best understood by the individual you are working with.

 

What you’ll do:

  • 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.
  • Supply 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 Vrbo 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 Vrbo products.
  • Communication with internal partners.

 

Who you are:

  • Minimum of 1–2 years’ experience as a customer support representative, preferably in a technical capacity for a consumer website.
  • Experience with Windows and Apple OS.
  • Experience with Android, Apple and Windows based mobile devices.
  • Experience with browser technologies including a deep 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 web mail 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 & Perks:

  • Competitive health and insurance benefits.
  • Competitive salary.
  • Annual target bonus or commission.
  • Parental leave for up to 20 weeks (dependent on eligibility).
  • Paid vacation and sick time.
  • Employee Stock Purchase Program.
  • Free snacks and beverages.
  • Frequent company update talks with our leadership team.
  • Electronic, adjustable stand-up desk.
  • Discounted Metro & Rail pass.
  • Casual dress.

 

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

 

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

 

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

 

About Vrbo:

Vrbo, 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.

 

 

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • ScalaLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM

Location

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

An Insider's view of Expedia Group

How does your team reward individual success?

We love to reward our team members in multiple ways. We use a team slack “brag board” to post all of our positive partner feedback and wins on a regular basis. We also have ad-hoc competitions throughout each quarter where team members can earn time off, gift cards, lunch on the house, and many other fun prizes.

Kim

Sr. Manager, NA Partner Success

What projects are you most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Software Engineer

What makes someone successful on your team?

Being a successful finance person means being a strong business partner and not only understanding what is happening throughout the business but also being insatiably curious about it. It’s not enough to just know math, or know the numbers; you need to know where those numbers come from, how they get there and what's driving that result.

Sharon

Sr. Director Global Finance Operations

How do your team's ideas influence the company's direction?

The Talent Acquisition team is always pitching innovative ideas at our 120-day planning sessions that directly impact the company and recruitment experience. It’s amazing to see how quickly we’re able to implement new ideas every 120 days and measure the results. We’ve seen everything from employee referral reform to self-defense classes in Austin.

Marisela

Director, Global Talent Acquisition

How has your career grown since starting at the company?

I was hired as a Software Engineer II and have grown my leadership and technical skills while learning how my work directly impacts our marketplace and creates network effects. My growth has included improving search performance, helping teams build distributed systems, and mentoring and coaching new engineers from our Career Exploration Program.

Trey

Staff Software Engineer

What are Expedia Group Perks + Benefits

Culture
Volunteer in local community
We participate in an annual Day of Caring where Expedia Group offices from around the world all take a day in September to spend time volunteering for a favorite charity. This day is a paid day off!
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Expedia Group's team fitness initiatives include In-office fitness classes at our Austin Domain 11 office.
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vrbo offers up to 20 weeks of paid parental leave (yes, dads, too!) for eligible new parents with at least 1 year of service.
Family Medical Leave
Adoption Assistance
Company sponsored family events
From our annual holiday party (without kids) to our Halloween, Spring Picnic and Bring your kid to work day parties, employees have several opportunities to celebrate together throughout the year.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
9 paid holidays + 2 floating holidays you can take any time during the year.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted At team's discretion.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Vrbo hosts lunch and learn meetings on occasion in addition to Fireside chats with notable leaders, Product Academy and Career Exploration Program.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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