Product Support Specialist, Expedia Group

• Do you have a knack for solving logic puzzles? Are you a keen problem-solver who enjoys helping others resolve complex issues?
• Are you looking for a meaningful career in a customer-focused team environment, where you get to use your outstanding problem-solving and research skills to help others? We have what you’re looking for!
• If you are a customer-focused self-starter, with excellent communication and listening skills, and you have a passion for helping people solve problems, while maintaining high customer satisfaction, we want to talk with you!
• 2+ years of customer service or product support experience. SaaS preferred
• Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office, and Excel
• Able to work independently and as part of a team
• Able to multitask and prioritize tasks as you go
• Experienced with small computer networks, firewalls, and antivirus software a plus
• Familiarity with QuickBooks or with basic accounting principles a plus

• 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
• As a Product Support Specialist for Vrbo, you will provide world-class support for professional property managers who operate their vacation rental businesses using our SaaS products
• These products provide our customers with the tools they need in order to perform day-to-day operations, everything from accounting, to managing bookings, managing websites, housekeeping, and much more
• As the first line of support for our customers, our mission is to delight our clients by responding quickly and effectively to their questions and issues using all available resources to, not only fix their problems, but train them to get maximum value from our products, and by advocating for them as we continue to develop and improve our products. We are invested in their success
• Troubleshoot customer problems and answer questions via phone and e-mail
• Maintain 48 hour Service Level Agreement
• Own customer issues from start to finish
• Have clear and concise communication
• Create knowledge base articles as necessary
• Work with internal teams, coordinating and communicating in order to resolve customer issues
• Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take ownership for customer satisfaction and loyalty
• Communication: Clearly convey information and ideas through a variety of media in a way that helps our customers understand and retain the message
• Resilience: Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization
• Quality / Attention to Detail: Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks
• Time Management: Effectively manage time and resources to ensure that work is completed efficiently

• End Date: May 30, 2025

• Leisure Travel Reimbursement
• Travel Discounts
• Family & Friends Discount
• Employee Assistance Program
• Wellness Reimbursement
• Global Service Awards
• Business Travel Medical Insurance
• Matching Gifts
• Expert Medical Opinion
• New Parent Benefit
• Employee Stock Purchase Plan
• 401K Plan
• Health Insurance
• Dental Insurance
• Flexible Spending Account (FSA)
• Vision Insurance
• Health Savings Account (HSA)
• Life Insurance

Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.