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Customer Services Specialist (Software Support)

Australia - Sydney


Customer Services Specialist (Software Support)

Are you passionate about travel? Do you want to be in a high-paced, high-energy workplace bent on revolutionizing the industry? 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. Do you love solving problems for other people and have an interest in technology? 


Vrbo has an exciting opportunity for a passionate, high energy Product Support Specialist in its Sydney, Australia office. Vrbo, a member of the Expedia family of brands, with its head office in Austin, Texas, is the world’s leading online marketplace of holiday rentals. We offer an extensive selection of holiday homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. We also make it easy for holiday rental owners and property managers to advertise their properties and handle bookings online. 


The Product Support Specialist is a member of the Vrbo Software Customer Experience (CE) team. This position is located in Australia, and includes global work with the US team; as such some travel and participation in some meetings outside of normal office hours may be required. This person provides comprehensive product support globally.  


The Product Support Specialist provides exceptional product support for our customers by responding quickly and effectively to not only resolve their issues, but also train them to get maximum value from Vrbo software. This person  also acts as an advocate on the customers’ behalf as Vrbo continues to develop and improve software products. 


While the focus is on providing global product support, this person will also collaborate with teams within Customer Experience and other Vrbo teams, as needed. 

What you'll do:

  • Troubleshoots customer problems and answers support questions via phone and email

  • Maintain 48 hour Service Level Agreement

  • Own customer issues from start to finish 

  • Clear, concise communication

  • Create knowledge base articles as necessary 

  • Work with internal teams, coordinating and communicating in order to resolve customer issues

  • Participates in team meetings and contributes to continual improvement in implementation and support 

  • Provides feedback and suggestions on products, issues, processes and procedures to improve efficiency and offer customers a better experience

Who you are:

  • Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty

  • Communication: Clearly convey information and ideas through a variety of media in a manner 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

  • Excellent oral and written communication skills

  • 2+ years of customer service or product support experience SaaS preferred

  • Familiar with: Windows, Google Chrome, Microsoft Office and Excel

  • Ability to work independently and as part of a team

  • Ability to multitask and prioritize tasks as you go 

  • Experience with travel/holiday rental industry 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®,®, Expedia® Partner Solutions, Vrbo®, 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
Operations & Services Group

Job Function
Customer Service

Australia - Sydney
Australia - Newcastle

Job Type
Full-Time Regular

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