Product Support Specialist

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. Were building a more open world. Join us. Role Summary Ensure supply partners obtain the most value from the use of Expedia Group products by educating the supply partner on how to optimize their configurations and by resolving routine configuration/integration/UI related issues. May lead small-sized projects. Experience 0-1 Years Education Associate's degree or equivalent Functional and Technical Skills Strong technical skills and computer knowledge, including Microsoft office programs, extensive experience using a CRM ticketing system to create/manage casework or using travel industry applications Schedule Requirement Sunday Thursday | 5:00 PM 2:00 AM CST This is a fixed schedule. Candidates must be able to consistently work these hours. Role Expectations Learns about the companys financial and management accounting policies, procedures, and systems. . Work a fixed schedule of SundayThursday, 5:00 PM 2:00 AM CST Develops basic knowledge of the account principles for Trust Accounting for Property Managers. Develops basic understanding of regulatory requirements and financial accounting standards Provides day-to-day support for customer issue and questions with a goal of first contact resolution. Categorizes cases appropriately allowing further analysis of incidents Gathers and documents the necessary information to understand problems and identify their origin. Determines the relative impact and urgency of time-sensitive and prioritizes cases per team guidelines Follows documented troubleshoot processes to address customer issues and questions Researches precedents and known solutions for basic or routine problems. Feels comfortable reaching out to their immediate team for questions and concerns. Records progress toward resolution as per case guidelines Sets customer expectations and follows up in a timely manner Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed. Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause. Encourages others to listen attentively and engage with the speaker by asking appropriate open-ended questions; reflects on and reiterates key points and clarifies messages to help others reach agreement. Communicates findings and recommendations to non-technical customers in an easy to understand and concise format. Understands the standard offerings and major areas of expertise. Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility. Offers solutions to questions and issues to improve customers platform experiences and actively shares information on features and updates which can enhance the customer's experience. Applies products alongside policies to solve and troubleshoot customers queries Understands project timeline and supports development of schedules to achieve project milestones. Works with more experienced team members to identify resources required to support a project Keeps relevant stakeholders informed of progress toward or changes to task timing that impacts the project schedule. Works on more routine projects for smaller customers using Standard Operating Procedures as guidance. Assists with suspected issue or incident investigations (HIE) or persistent issues by gathering and documenting necessary information per guidelines Collects information to understand problems and identify their origin. Researches precedents and known solutions for basic or routine problems. Report suspected HIE as per team guidelines Assist with quality reporting and feedback. Helps coordinate stakeholder input and collaboration efforts when developing solutions to issues. Learns to think broadly and understand how, why, and when policies/processes are standardized and when they differ across the organization. Executes tasks and/or provides data to support implementation of holistic solutions that forge linkages between structure, people, process and technology. Seeks relevant information to ensure own understanding of complex information. Identifies gaps in team and customer knowledge, requests the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages). Develops an understanding of the different audience groups in the business unit/function that receive technical communications and how they differ from each other. Can respond to queries in a prompt fashion via work approved tools (Salesforce, email, chat, Slack, Excel, etc.). Understands areas where efficiency and process improvement are needed. Understands tools and techniques to track progress related to implementing process improvements.knowledge in the functional area. Has basic familiarity with observability and operational tools Generates reported and identifies action items Uses references for common questions The total cash range for this position in Austin is $52,500.00 to $73,500.00. Employees in this role have the potential to increase their pay up to $84,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individuals knowledge, skills, and experience. Pay ranges may be modified in the future. Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employees passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits. Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request. We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others. 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. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50 Employment opportunities and job offers at Expedia Group will always come from Expedia Groups Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youre confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with 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. Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. 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. For more information, visit www.expediagroup.com. Employment opportunities and job offers at Expedia Group will always come from Expedia Groups Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless youre 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 lifeatexpediagroup.com/jobs.