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.