Product Support Specialist

Expedia Group

4d

About The Position

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Product Support Specialist Do you have a knack for solving logic puzzles? Are you a keen problem-solver who enjoys helping others resolve complex issues? Are you looking for a meaningful career in a customer-focused team environment, where you get to use your outstanding problem-solving and research skills to help others? We have what you’re looking for! As a Product Support Specialist for Vrbo, you will provide world-class support for professional property managers who operate their vacation rental businesses using our SaaS products. These 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!

Requirements

• 2+ years of customer service or product support experience. SaaS preferred
• Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office, and Excel
• Able to work independently and as part of a team
• Able to multitask and prioritize tasks as you go

Nice To Haves

• Experienced with small computer networks, firewalls, and antivirus software a plus
• Familiarity with QuickBooks or with basic accounting principles a plus

Responsibilities

• Troubleshoot customer problems and answer questions via phone and e-mail
• Maintain 48 hour Service Level Agreement
• Own customer issues from start to finish
• Have clear and concise communication
• Create knowledge base articles as necessary
• Work with internal teams, coordinating and communicating in order to resolve customer issues
• Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take ownership for customer satisfaction and loyalty
• Communication: Clearly convey information and ideas through a variety of media in a way that helps our customers understand and retain the message
• Resilience: Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle 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

Benefits

• full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources
• medical/dental/vision
• paid time off
• Employee Assistance Program
• wellness & travel reimbursement
• travel discounts
• International Airlines Travel Agent (IATAN) membership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees