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Technical Customer Support Specialist - TravelAds

United States - Washington - Seattle

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Technical Customer Support Specialist - TravelAds

Expedia Media Solutions, the advertising arm of Expedia Group, offers industry expertise and digital marketing solutions that allow brands to reach, engage and influence its qualified audience of travelers around the world. Through its network of leading travel brands and global points of sale, we provide partners with insights about traveler behaviors during every stage of the purchase journey, along with dynamic advertising solutions, to deliver strategic campaigns and measurable results. For more information, visit advertising.expedia.com.

We are looking for a highly motivated individual who wants to be part of an extraordinary Technical Operations, Customer Support Team. You will have opportunity to work with different technologies, tools, and collaborate with different teams across Media Solutions. As a Technical Customer Support Specialist, you will be dedicated to our Performance Ad Product, TravelAds. 

You will provide technical support, advice and assistance to our hotel partners, resolving and triaging a variety of issues such as billing, user interface, reporting and display issues. 

In this position, you are passionate about operational efficiency and quality as well as high client and seller satisfaction.

What you'll do:

  • Develop an in-depth understanding of our backend Performance Ad Product integration systems and understand workflow as well as the related business impacts

  • Provide technical support resolving 'intermediate' technical issues with our lodging partners via phone and email

  • Work via a queue based system, meeting SLA goals and internal case handling metrics

  • Work closely with internal stakeholders for problem resolutions and critical issues

  • Use web based tools such as Splunk/Haystack and Qubole to analyze data and pin point user issues

  • Escalate issues of a technical nature to our engineers/Senior Technical Operations Specialists

  • Support our sales and sales support team in daily operations and build cross-team synergies

  • Assist in preparation of daily, weekly and monthly updates

  • Assist triage team and other support teams when/if required

  • Identify operational opportunities and lead projects toward automations, quality, and efficiency improvements

  • Build and maintain internal Knowledge Base for our platform, tools, and processes

Who you are:

  • Bachelor's degree in a related field; or equivalent related professional experience

  • 1+ years Technical Operations experience or similar support role

  • 2+ years experience working in a Global, Multicultural organization

  • Travel industry experience preferred

  • Excellent verbal and written communication skills and can effectively communicate technical issues in a non-technical manner

  • A real passion for customer service with above average composure and tact

  • A foundational understanding of web technology

  • Foundational knowledge of Splunk/Grafana or similar monitoring tools

  • Foundational knowledge of Qubole data tool

  • Able to simplify the complex

  • Mindful, quick learner, adaptable, and strong team player

  • Dedicated and able to work without supervision

  • Committed to constant improvement and providing excellent customer support

  • Can work with limited direction

  • Very strong cross group collaboration

  • Transparency and modesty

  • Learn quickly and be able to juggle multiple tasks and priorities at a time

  • Good work ethic

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 lifeatexpediagroup.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.

R-71753

Job Category
Operations & Services Group

Job Function
Sales Operations

Locations
United States - Washington - Seattle
United States - Texas - Dallas
United States - Illinois - Chicago
United States - Florida - Miami

Job Type
Full-Time Regular

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If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

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