Product Support Specialist
Location: Austin, Texas
Job Type: Full time
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Product Support Specialist
Do you have a knack for solving logic puzzles? Are you a keen problem-solver who enjoys helping others resolve complex issues? Are you 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 Product Support Specialist for Vrbo, you will provide world-class support for professional property managers who operate their vacation rental businesses using our SaaS products. These products provide our customers with the tools they need in order to 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:
Troubleshoot customer problems and answer questions via phone and e-mail
Maintain 48 hour Service Level Agreement
Own customer issues from start to finish
Have clear and concise communication
Create knowledge base articles as necessary
Work with internal teams, coordinating and communicating in order to resolve customer issues
Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take ownership for customer satisfaction and loyalty
Communication: Clearly convey information and ideas through a variety of media in a way 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
Who you are:
2+ years of customer service or product support experience. SaaS preferred
Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office, and Excel
Able to work independently and as part of a team
Able to multitask and prioritize tasks as you go
Experienced with small computer networks, firewalls, and antivirus software a plus
Familiarity with QuickBooks or with basic accounting principles a plus
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™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re 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 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.