Technical Support Analyst I
The Associate Technical Support Analyst is responsible for providing exceptional customer service while completing access requests to various Expedia applications and tools.
Duties include managing all aspects of requests creating, modifying, and removing access, as well as, following access management requirements to ensure proper approvals are received and logged.
The Associate Technical Support Representative will be responding in writing via e-mail to customers directly at all levels of the organization.
The representative must manage closing out of tickets with high quality and within Service Level.
Create, edit, and remove access to several Expedia tools and applications
Provide excellent customer service to the end users or managers that will be requesting access
Respond to escalated requests within the established SLA
Ensure that requests are complete and that all required approvals have been received and logged
Help to identify the needs of the customer and troubleshoot issues if incomplete requests are received
Adhere to security and audit requirements in the course of daily tasks
Document account provisioning activities, which include ticketing tools and logging provisioning events
Must be fluent in English both written and verbal
Detail Oriented, organized, and an ability to multi-task
Excellent customer service skills (customer focused)
Ability to work in a team environment (team player)
Excellent verbal and written communication skills
Technical Requirements :
Experience with a ticketing tool (i.e. Service Now, Remedy, etc.) is an advantage
Knowledge of the Windows OS Enterprise environment, specifically Windows 7 and XP (MAC experience a plus)
Familiarity with Active Directory and Exchange consoles is an advantage
Working knowledge of basic office programs (excel, word, outlook)
Work Experience and Education Guidelines :
Bachelor’s or associate’s degree preferred,
1-2 years experience in Customer Service is an advantage
Prior work experience in IT Support preferred (Help desk, tech services, etc.)
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.