VR Technical Support Associate

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

VR Technical Support Associate
Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. Vrbo is part of the Expedia Group family of brands.
Our Vrbo team is currently looking for motivated individuals with a bias to action, an obsession with resolving customer issues, and collaborating with team members across the globe.
As a Technical Support Specialist, you are responsible for providing Level II customer support for the Vrbo suite of tools and websites. You will assist in the resolution of customer* questions and inquiries in booking, configuring, or consuming Vrbo travel-related services. Are you experienced at resolving issues of advanced complexity and skilled at handling higher-level tasks?. Can you explain complex ideas and concepts in a clear, simple manner? Technical Support Representatives require both an intimate knowledge of product as well as some extended general technical knowledge of web browser technologies, operating systems and hardware. You will be interfacing directly with our customers and should possess strong communication skills as well as the ability to explain technical procedures in a way best understood by the individual you are working with.
Note: We will provide training on our products and services. This position is in Gurgaon and reports to the Associate Manager, VR Technical Support. There is no opportunity for remote/virtual participation.
Introduction to the Team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to achieve growth and results for our customers and company. 

In this role, you will: 

• Triage, troubleshoot and drive resolution for issues that have been escalated from Customer Support

• Identify and report, track, and effectively escalate internal system issues with product and development teams

• Help to analyze and identify issue severity levels and follow appropriate escalation procedures

• Report on emerging and recurring issues promptly

• Recognize and handle customer errors gracefully

• Educate customers in best practices for using Vrbo applications

• Be an advocate for the voice of the customer

• Supply knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures

• Develop and maintain expert knowledge on Vrbo products

• Keen eye for detail and high level of accuracy

• Exercise good judgment in decision-making

• Meet agreed upon and expected service levels for case completion and quality standards

• Other duties as assigned
   

Experience and Qualifications: 

• Bachelor’s degree or related technical field or equivalent related professional experience

• Minimum of 1 year of internet based travel or technology experience, preferably in a technical capacity for a consumer website

• 1 to 2 years experience providing high level technical support in a customer facing environment

• Proven ability to identify and clearly scope and communicate technical issues

• Able to work shifts that span weekends and public holidays

• Experience with Android, Apple and Windows based mobile devices

• Experience with browser technologies including a deep understanding of cookies, security controls, extensions and add-ons for popular browsers like Chrome, FireFox and Safari

• Experience with MS Office suite including Outlook, Word, Excel, and PowerPoint

• Experience querying data logging and monitoring applications such as Splunk, New Relic, and Data Dog

• Experience with basic data analysis tools such as SQL (create/read/update queries), Splunk, Kibana, and advanced Excel functionality

• Working knowledge of SaaS with a focus on GraphQL

• Experience troubleshooting connection issues using knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks as well as protocols like DNS, DHCP, HTTP, TCPIP

• Experience troubleshooting email issues and understanding of IMAP, popular web mail and email providers, settings, filters and relayed/aliased addresses

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity