View my profile

Technical Support Analyst I

Malaysia - Selangor - Petaling Jaya


The Technical Support Analyst I provides Tier 1 support for all externally connected properties connecting to Expedia Group to include troubleshooting and diagnosing technical support issues, ensuring that hotel partners have proper connectivity, running and reviewing system and vendor reports to determine system issues, and to ultimately provide implementation, launch, and post connectivity support for all properties per Expedia Group standards.

What you'll do:

  • 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 Tier 2 Analysts on escalated issues
  • Act as a liaison between the front line Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts
  • 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

Who you are:

  • 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 multi-tasked, fast paced environment
  • Professional, “get it done” attitude and work ethic
  • Conscientious, quick learner, adaptable, and strong team player
  • Knowledge of the hotel industry is 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

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.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

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

Diversity statement

Expedia is committed to creating an inclusive work environment with a diverse workforce. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age



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, religion, gender, sexual orientation, national origin, disability or age.


Job Category
Information Technology Group

Job Function

Malaysia - Selangor - Petaling Jaya

Job Type
Full-Time Regular

Similar Jobs

Go to top