Hotels.com
The Technical Support Analyst I provides Tier 1 support for all externally connected properties connecting to Expedia Inc. to include troubleshooting and diagnosing technical support issues, ensuring that hotel partners have proper connectivity, running and reviewing system and vendor reports to determine system issues, and to ultimately provide implementation, launch, and post connectivity support for all properties per Expedia Inc. standards.
RESPONSIBILITIES: - Provide Tier 1 support to internal and external partners on intermediate technical issues via email and phone to established performance metrics for quality, timeliness, and productivity
- Triage incoming cases and ensure that correct 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
- Trouble shoot basic connectivity issues
- Handle incoming phone calls to established performance metrics
- Generate system reports and identify action items.
- Collaborate with Tier 2 Analysts on critical issues
- Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts
- 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.
REQUIREMENTS: - AS/AA or equivalent experience and 2+ years of technical analysis experience in a customer support environment.
- You have at least 2 years experience in an analytical role involving strong research and solution design skills in a technology environment.
- A deep understanding of web technology, especially an analytical understanding of XML and web services.
- Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases.
- Proven interpersonal abilities along with good oral and written communication skills.
- You have a real passion for customer service and above average patience and tact.
- Capacity to work independently with minimum supervision within a remote office and oversee work within the team.
- Proficiency in Microsoft Word and Excel and usage of the Internet.
- You thrive in a multitasked, dynamic environment.
- Professional, "get it done" attitude and work ethic.
- Diligent, self starter, adaptable, and a good teammate
- Knowledge of the hotel industry a strong asset.
- Ability to work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 2 support teams and program managers as necessary.
About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit to learn more about our travel brands.
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.
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.
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LPS-GSO-NA-OTHER
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.
