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Salesforce Support Analyst

Malaysia - Selangor - Subang Jaya


Salesforce Support Analyst

The Account Management CRM (Salesforce) Center of Excellence for Expedia Group handles Salesforce configuration, development and support needs for thousands of users including our Lodging Partner Services, Financial Operations, Egencia and Transport groups. The Support Analyst role will act as the first tier contact for support requests from our entire user base.

Are you a self-starter, able to handle various tasks and assignments simultaneously, be responsible for your work end to end, prioritize your workload effectively, and excel in a dynamic environment? Do you have good communication skills, as well as a passion to provide extraordinary customer service? If so, here you will have the opportunity to partner closely with the Salesforce Engineering and Product teams, to learn the Salesforce platform: in order to provide our user base with premier support.

What you’ll do:

  • Primary work will center on resolving tier 1 support cases in accordance to Priority/SLA requirements.
  • Case management and issue resolution is completed in the Salesforce system
  • Basic Salesforce configuration and resolution of common user problems
  • Trains users and orients them on how to use basic Salesforce functionality
  • Develops and maintains support documentation
  • Performs other duties as assigned, including data cleanup
  • Troubleshooting production issues
  • Gain and/or increase your Salesforce certification within 9 months

Who are you:

  • Professional customer service skills: solutions mindset, helping nature, positive attitude, real passion for the customer and the customer experience
  • You have excellent analytical skills, are detail oriented, and have the ability to take ownership of the work assigned, and deliver results timely, reliably and correctly
  • Excellent organizational and communication skills
  • Collaborative but able to work autonomously with minimal guidance in a rapidly changing environment
  • You thrive in a dynamic environment, adapt to change, and multi-task effectively
  • You have experience with Excel. Ability to understand and execute MS Excel formulas (and understand when/why to use them)
  • Passionate about technology

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®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, 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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Job Category
Information Technology Group

Job Function

Malaysia - Selangor - Subang Jaya

Job Type
Full-Time Regular

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