Technical Solutions Associate
Expedia Group
Prague, Czechia
před 4 dny

Technical Solutions Associate

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

    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™.

    2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST : 2029030-50

    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.

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