Technical Support Specialist

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Do you love to solve puzzles?
As a Technical Support Specialist (Partner Advocate) you will be responsible for owning the technical relationship with Expedia Group's affiliate partners. You will collaborate directly with our partners when they require assistance or service. You will work closely with our Sales Account Management, Integration Consultant, Launch management and Product teams to investigate and resolve technical issues and fulfill business-critical service requests.
The Partner Advocate role reports to the regional Support team lead inside Expedia Partner Connect organization. A real passion for the travel industry, a hunger for technology and technology expertise combined with superb interpersonal skills and an eye for business are critical to a Partner Advocate success.

Responsibilities:

• Effectively analyse and resolve partner-raised support cases using our incident management tool, Zendesk
• Fulfil service requests raised by internal and external parties
• Provide functional or technical assistance and guidance where required
• Effectively communicate and collaborate with various areas and levels of the organisation
• Provide detailed explanation on case specifics when calling out issues that require planning and resolution by the Expedia product team
• Author knowledge base comments and articles when the opportunity arises
• Identify and remediate opportunities for process improvement
• Call-out new information to your fellow Partner Advocates on a consistent basis
• Monitor availability of Expedia products to maintain a consistent awareness of current performance
  

Competencies:

• Problem Solving/Judgment
• Customer Focus
• Using tools & resources for troubleshooting
• Organizational Effectiveness
• Business acumen
  

Experience and Qualification:

• Proficient with APIs and SQL as related to other programming languages
• Ability to deliver high quality and workable solutions for technical issues
• Ability to communicate technical specifications and investigations without supervision
• Ability to creatively solve challenging technology/ business problems
• Excellent oral/written communication skills
• Be able to manage multiple tasks and projects simultaneously, prioritize time effectively, and thrive in a dynamic and complex environment
• General familiarity with web-based and mobile based product development and a general understanding of typical technology architecture for high-volume web sites
• Fluent in oral/written English. Other languages a plus.
• The applicant is expected to have visited and interacted with www.expediapartnersolutions.com & developers.expediagroup.com/docs/products/rapid before applying.

Work Experience and Education Guidelines:

• Bachelor's degree preferred (Science Degree in Computer Science or related field)​
• Experience of solving highly complex technical support issues
• Experience of using incident management tools to resolve cases
  

Preferred Experience:

• Online travel sector
• Technical consultation
• Call centre / customer contact centre
• Experience specifically using Zendesk incident management tool

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request .

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 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 with whom we have not made prior contact. Our email domain E-Mail schreiben. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs .