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Escapia Tier 2 Support
Escapia has built vacation rental software for 20+ years, We know what property managers need to operate more efficiently. We’re innovative, stable, and reputable — and backed by Expedia Group.
As an Escapia Tier 2 Support for the Escapia Software, we serve as role models for interpersonal skills and our ability to handle complex customer issues in a constructive and effective manner. We deliver world class support for professional property managers who use the Escapia Software. As the second level of support, we are the first point of escalation for the Level 1 Product Support team for complex questions and issues. The Support Specialist Team identifies User, Accounting, and interface issues within the software.
Our mission is to delight our clients by responding quickly and effectively to questions and issues that have been raised up to Level 2 Support by using all available resources to, not only fix our clients' problems, but train them to get maximum value from our products, and advocate for our clients as we continue to develop and improve our products. We are invested in our clients’ success.
If you are a customer-focused self-starter, with superb communication and listening skills, advanced knowledge of the Escapia software, and you take a proactive approach to helping customers and colleagues resolve complex problems, while maintaining high customer satisfaction, we want to talk with you!
What you'll do:
Apply troubleshooting skills to triage and resolve complicated software issues related to Property Management Software
Optimize our property manager experience by providing the voice of the customer to internal teams, sharing best practices with our property managers, and working with internal teams to continually improve our product
You will provide timely and accurate solutions for advanced property management software issues to internal and external partners via phone and email
Provide property management system software instruction and technical feedback as needed to Level 1 Product Support
Assist with process and knowledge base documentation and training as needed to help further the team’s overall knowledge in support of customers
Work with internal teams, coordinating and communicating in order to resolve customer issues
Triage reported issues, submit defects to appropriate Escapia Development teams, and handle customer communication and expectations related to defects
Advocate for customer needs by suggesting customer experience improvements in line with business initiatives
Manage system outages and high priority incidents, attending HAMOC bridges as needed, providing updates to customers and internal teams
Develop an in-depth understanding of Escapia Property Management Software, Trust Accounting principles, and related business impacts to property managers, travelers, and Escapia integrations partners
Who you are:
Experience in Trust Accounting in the Hospitality Sector, especially Short Term Rentals/Vacation Rentals
Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office and Excel
Experience with browsers, cookies, small computer networks, firewalls, and antivirus software
2+ years of customer service, software, or accounting support experience
Advanced knowledge of the Escapia software
A passion for customer service and above average patience and diplomacy
Ability to communicate effectively with other internal teams and business partners
Ability to multitask and prioritize as you go
Capacity to work independently with minimum supervision and coordinate work within the team
Able to identify complex issue severity levels where analysis of situations or data requires an in-depth evaluation of variable factors
Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are a global 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 bring the world within reach – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the 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 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®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®,Vrbo®, Orbitz®, Travelocity®, Wotif®,ebookers®,CheapTickets®, Hotwire®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia Cruises™ andSilverRailTechnologies, Inc. For more information, visitwww.expediagroup.com.
About Vrbo:
In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties in 190 countries around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between.
Vrbo is part of HomeAway and the Expedia Group family of brands and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. To learn more, visit www.vrbo.com.
At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.
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
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.