HelpDesk Support Specialist
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HelpDesk Support Specialist
Are you looking to join a team that provides world class customer service and technical support to Expedia Cruises network of Franchisees, Cruise Sales Managers and Travel Advisors? Then look no further and join our team!
In this challenging but rewarding role, you will leverage your advanced problem-solving skills to troubleshoot issues and find answers to questions as well as play a key role ensuring brand and operational consistency. You will be responsible for supporting a variety of proprietary software, programs and promotions, Microsoft 365 and other 3rd party tools. You will be supported by a highly collaborative team, a robust knowledgebase, and Expedia Groups continuous opportunities for development.
What you’ll do:
Provide the front-line support for our network of Franchises, Cruise Sales Managers and Travel Advisors
Ability to learn and acquire in-depth knowledge of Expedia Cruises easy-to-use web-based platform Partner Central (training provided)
Ability to learn and connect how all Expedia Cruises audiences (Franchisees , Cruise Sales Managers, Travel Advisors and Corporate Staff) use the system to perform business activities
Responsible to stay informed of changes/updates such as new programs/features, new enhancements and new documentation
Provide answers and solutions resolution within Service Level Agreement response times and one-touch resolution
Ability to use our ticketing system to prioritize, answer and resolve ticket to achieve these SLA
Ability to escalate all special case issues to appropriate Subject Matter Experts
Support and perform system administrative activities such as
Registration, transfer and terminations of Corporate Employees and Travel Advisors
Monitor Subscription billing and Recurring Payment Services, process termination and refunds
Support EC Proprietary Software: Partner Central/CruiseDesk and Public Website
Support EC 3rd Party Licensed Software such as: Microsoft 365, Zendesk, Adobe and Fusebill
Provide feedback and support to Subject Matter Experts regarding updates to internal documentation with a focus on accuracy, clarity and functionality
Who you are:
Superior Customer Service and problem solving skills
Proficiency in English + additional language a plus (French/Spanish)
Basic Support Service Level Agreement understanding
Proficient in Microsoft 365
Great interpersonal skills including team collaboration and customer service
Ability to prioritize work flow and exercise good judgment with minimal supervision
Solutions oriented, resourceful self-starter with strong problem-solving skills
Well organized with a good attention to detail
Quick learner with the ability to interpret technical information into simple concepts
Strong written and oral communication skills
Travel Industry Experience
Zendesk (Ticketing System)
Adobe (Sign and Captivate)
Fusebill (Subscription billing system)
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Canada - British Columbia - Vancouver
Operations & Services
ID # R-78083
Job Accommodation Requests
At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.