Product Support Specialist at Expedia Group

| Austin
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Expedia

 

 

As a Product Specialist for Escapia Software, you will provide world class support for professional property managers who operate their vacation rental businesses using our SaaS products. Our SaaS products provide our customers with the tools they need in order to perform day-to-day operations, everything from accounting, to managing bookings, managing websites, housekeeping and much more. 

 

As the first line of support for our customers, our mission is to delight our clients by responding quickly and effectively to their questions and issues using all available resources to, not only fix their problems, but train them to get maximum value from our products, and by advocating for them as we continue to develop and improve our products. We are invested in their success.

 

If you are a customer-focused self-starter, with excellent communication and listening skills, and you have a passion for helping people solve problems, while maintaining high customer satisfaction, we want to talk with you! 


 

Responsibilities (including but not limited to):

  • Troubleshoot customer problems and answer questions via phone and email.

  • Maintain 48 hour Service Level Agreement.

  • Own customer issues from start to finish. 

  • Clear, concise communication.

  • Create knowledge base articles as necessary. 

  • Work with internal teams, coordinating and communicating in order to resolve customer issues.

 

Qualifications:

  • 2+ years of customer service or product support experience. SaaS preferred.

  • Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office and Excel. 

  • Ability to work independently and as part of a team. 

  • Ability to multitask and prioritize tasks as you go.

  • Experience with small computer networks, firewalls, and antivirus software a plus.

  • Familiarity with QuickBooks or with basic accounting principles a plus.

 

Key Competencies:

  • Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty. 

  • Communication: Clearly convey information and ideas through a variety of media in a manner that helps our customers understand and retain the message. 

  • Resilience: maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

  • Quality / Attention to Detail: Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks.

  • Time Management: Effectively manage time and resources to ensure that work is completed efficiently. 

 

Hours / Shift Information:

  • 8 hour days, 5 days a week.

  • Occasional on-call. 

  • Possible travel. 

 

Benefits:

  • Target annual bonus or commission.

  • Paid vacation and sick time. 

  • Great medical and dental plans. 

  • Employee purchase discount plan. 

  • Employee stock purchase program. 

  • Free snacks and beverages. 

  • Frequent company update meetings and talks with leadership team.

  • Free listing on HomeAway.com.

  • Electronic, adjustable stand-up desk, and ergonomic chair. 

 

 

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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