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Technical Solutions Associate - Night Shift (Kuala Lumpur)

Malaysia - Selangor - Subang Jaya

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If you are looking to work on the technology front lines of a globally leading tech and travel company, this could be the role for you!

As a Technical Solutions Associate, you will handle some of the most interesting problems that the business has to offer. You will provide support for all externally connected properties connecting to Expedia Group to diagnose technical support issues, ensuring that hotel partners have accurate connectivity, running and reviewing system and vendor reports to resolve system issues, to ultimately provide implementation, launch, and post connectivity support.

What you’ll do:

  • You provide initial support to internal and external partners on intermediate technical issues via email and phone to established critical metrics for quality, timeliness, and productivity

  • Triage incoming cases and ensure that accurate priorities are set

  • Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools.

  • Provide Tier 1 support on internal and customer-facing tools as well as resolving basic connectivity issues

  • Generate system reports and identify action items

  • Collaborate with Technical Solution Analysts (Tier 2 Support) on raised issues

  • Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Technical Solutions Analysts (Tier II Support)

  • Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts

Who you are:

You’ll fit this role if you have:

  • AS/AA or equivalent experience and 2+ years of technical analysis experience in a customer support environment

  • Experience in an analytical role involving strong research and solution design skills in a technology environment

  • A solid understanding of web technology, especially an analytical understanding of XML and web services

  • Curiosity about data analysis: Excel, basic concepts of SQL and a practical knowledge of databases

  • Excellent oral and written skills to communicate complex issues to others internally and externally.

  • A passion for customer service and above average patience and diplomacy

  • Capacity to work independently with minimum supervision within a remote office and coordinate work within the team

  • Proficiency in Microsoft Word and Excel and usage of the Internet

  • Ability to thrive in a dynamic, collaborative and fast paced environment

  • Professional, get it done attitude and work ethic, and conscientious, self starter, adaptable, and strong teammate with solid attention to detail

  • Knowledge and/or experience of hotel industry is a plus

  • You have the ability and willingness to work flexible hours to cover all times for support in a 24x7 environment, if needed

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

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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R-71170

Job Category
Technology Group

Job Function
Technical Operations

Location
Malaysia - Selangor - Subang Jaya

Job Type
Full-Time Regular

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