VR Technical Support Associate

Expedia Group • Austin, TX

255d • $64,500 - $90,000 • Remote

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.

Requirements

• Bachelor's degree or related technical field or equivalent related professional experience
• Minimum of 1 year of internet based travel or technology experience, preferably in a technical capacity for a consumer website
• 1 to 2 years experience providing high level technical support in a customer facing environment
• Proven ability to identify and clearly scope and communicate technical issues
• Able to work shifts that span weekends and public holidays
• 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 querying data logging and monitoring applications such as Splunk, New Relic, and Data Dog
• Experience with basic data analysis tools such as SQL (create/read/update queries), Splunk, Kibana, and advanced Excel functionality
• Working knowledge of SaaS with a focus on GraphQL
• 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

Responsibilities

• Triage, troubleshoot and drive resolution for issues that have been escalated from Customer Support
• Identify and report, track, and effectively escalate internal system issues with product and development teams
• Help to analyze and identify issue severity levels and follow appropriate escalation procedures
• Report on emerging and recurring issues promptly
• Recognize and handle customer errors gracefully
• Educate customers in best practices for using Vrbo applications
• Be an advocate for the voice of the customer
• Supply knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures
• Develop and maintain expert knowledge on Vrbo products
• Exercise good judgment in decision-making
• Meet agreed upon and expected service levels for case completion and quality standards
• Other duties as assigned

Benefits

• Exciting travel perks
• Generous time-off
• Parental leave
• Flexible work model
• Career development resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree