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Product Support Representative

United States - Washington - Seattle

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Expedia

You have a knack for solving logic puzzles. You are a keen problem-solver who enjoys helping others resolve complex issues. You are 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 Support Specialist for HomeAway Software, you will provide world class support for professional property managers who operate their vacation rental businesses using our SaaS products. Our SaaS products provide our customers with the tools they need in order 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!


What You'll Do

Responsibilities (including but not limited to):

  • Troubleshoot customer problems and answer questions via phone and e-mail.

  • Maintain 48 hour Service Level Agreement.

  • Own customer issues from start to finish.

  • Clear, concise communication.

  • Create knowledge base articles as necessary.

  • Work with internal teams, coordinating and communicating in order to resolve customer issues.

Who You Are

Qualifications:

  • 2+ years of customer service or product support experience. SaaS preferred.

  • Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office and Excel.

  • Ability to work independently and as part of a team.

  • Ability to multitask and prioritize tasks as you go.

  • Experience with small computer networks, firewalls, and antivirus software a plus.

  • Familiarity with QuickBooks or with basic accounting principles a plus.

Key Competencies:

  • Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty.

  • Communication: Clearly convey information and ideas through a variety of media in a manner 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.

Hours / Shift Information:

  • 8 hour days, 5 days a week. Shifts are 7-3:30 pacific time, and 8:30-5 pacific time.

  • Occasional on-call.

  • Possible travel.

Benefits & Perks

  • Target annual bonus or commission.

  • Paid vacation and sick time.

  • Great medical and dental plans.

  • Employee purchase discount plan.

  • Employee stock purchase program.

  • Free snacks and beverages.

  • Frequent company update meetings and talks with leadership team.

  • Free listing on HomeAway.com.

  • Electronic, adjustable stand-up desk, and ergonomic chair.

​Why Join Us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

About HomeAway:

HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.

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.
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R-41364

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
United States - Washington - Seattle

Job Type
Full-Time Regular

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