Technical Solutions Associate

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Technical Solutions Associate

Job Description:

Responsibilities:

Provide Tier 1 support to internal and external partners on intermediate technical issues via email and phone to established KPI’s for quality, timeliness and productivity
· Triage incoming cases and ensure that correct priorities are set.
· Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools.
· Provide Tier 1 support on internal and customer-facing tools
· Trouble shoot basic connectivity issues
· Handle incoming phone calls to established KPI’s.
· Generate system reports and identify action items.
· Interface with Technical Solution Analysts (Tier II Support) on escalated issues
· Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Technical Solutions Analysts (Tier II Support)
· Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts.

Requirements:
· AS/AA or equivalent experience and 2+ years of technical analysis experience in a customer support environment.
· 2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment.
· A solid understanding of web technology, especially an analytical understanding of XML and web services.
· Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases.
· Excellent interpersonal abilities along with good oral and written communication skills.
· A passion for customer service and above average patience and diplomacy.
· Capacity to work independently with minimum supervision within a remote office and coordinate work within the team.
· Proficiency in Microsoft Word and Excel and usage of the Internet.
· Ability to work and thrive in a multitasked, fast paced environment.
· Professional, “get it done” attitude and work ethic.
· Conscientious, quick learner, adaptable, and strong team player.
· Knowledge of the hotel industry a strong asset.
· Ability to work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 2 support teams and program managers as necessary


Relocation (Y/N): N

Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age....

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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Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.