About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. As for the analytics group, we enable product stakeholders with relevant strategic and operational recommendations to make better decisions. Our culture is one that strives to solve difficult problems through product engineering, backed by rigorous hypothesis-based testing, empowering people to come up with ideas and data-driven solutions quickly.

The Opportunity

The Global Customer Experience Team has created a new Technical Support Supervisor role focused on delivering a world-class customer experience for owners, travelers and property managers. This position will work directly with our HomeAway North American brands with an eye towards helping our organization achieve operational excellence. Directing daily activities of the call center, identifying/tracking site issues, working with vendors, handling customer escalations, ensuring delivery of top-notch customer satisfaction and providing coaching, career development and training to Technical Support Representatives will be critical success criteria for this role. The Technical Support Supervisor will report directly to one of the Managers of North America Customer Experience and this position will be responsible for the Technical Support team.

Key Responsibilities:

• Act as an information source for agents' questions pertaining to process, policy and work schedules.
• Review, organize, measure and delegate daily tasks for team.
• Work in queues a minimum of 25% of work day to maintain subject matter expertise and service level goals as well as special projects as designated by management.
• Communicate solutions,successes, and opportunities to Manager. Compile/send daily status, weekly agent metrics and other required reports as directed by Manager.
• Carry out performance measurements, Quality Audits, CSAT scores/feedback, general monitoring, and documented evaluation of all agents to improve team efficiency. Provide feedback to agents in 1:1’s at least twice per month.
• Resolve escalated customer complaints and questions within required time frame; assist team with de-escalation of calls in real time as needed.
• Develop and maintain expert knowledge on HomeAway products. Coordinate training for new hires and existing staff and participate in delivery of ongoing training. Stay up to date on common consumer device and software usage and releases. 
• Proactively communicate with Manager regarding work flow, processes, staffing issues/performance, trending escalations, defects, service levels, vendor topics and customer experience items. Take actions to correct as needed to cover all hours of business operation and insure continuous and full support.
• Recognize and resolve common end-user issues, differentiate from site defects, provide coaching and training on common troubleshooting techniques. 
• Inspire and motivate agents; lead by example; encourage good team morale and supportive,customer-centric, atmosphere.
• Work closely with the Knowledge Management, Development, Product and Customer Support and Operations teams.

Skills Required:

• 2+ Years of customer service experience with 1-2 years of experience in contact centers preferred.
• Experience with web production and common programming/query languages (HTML, CSS, XML, API, SQL, JavaScript), in-browser web development tools, Agile Methodologies, GitHub.
• Ability to recognize and troubleshoot common internet connection (ISP, Wi-Fi, VPN, mobile broadband networks) browser, email and mobile device issues.
• Familiar with protocols(DNS, ipconfig, TCP/IP,DHCP, HTTP).
• Must be detail and service orientated and possess strong verbal and written communication skills.
• Incredibly high degree of proficiency with MS Office Suite, primarily Excel, is required.
• Bachelor's degree preferred.
• Ability to plan well and prioritize work.
• Maintain and promote calmness in escalated situations.
• Good decision-making,IT, and cross-departmental skills.

Shift may include weekends and some holidays.

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