Escalation Support Analyst, Expedia Group
Online travel shopping company
Job no longer available
Online travel shopping company
1001+ employees
Job no longer available
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- A passion for travel and technology combined with technology expertise, excellent communication skills and business acumen are critical to an Escalation Support Analyst's success
- Proficient with APIs and SQL as related to other programming languages
- Allocate your cognitive resources to achieve thoroughness and accuracy when accomplishing tasks, no matter how small or large
- Creatively solve challenging business/technology problems
- Best in class oral/written communication skills. Ability to adapt communication stye to suit different audiences
- Must be able to manage multiple tasks and projects simultaneously, prioritize workload effectively, and thrive in a dynamic and complex environment
- Familiarity with web-based and mobile based product development and understanding of typical technology architecture for high-volume websites
- Fluent in oral/written English. Other languages a plus
- Qualified candidates will have visited and interacted with the following sites before interviewing for this position: developers.expediagroup.com/ support.expediapartnersolutions.com/
- Available for up to 10% travel per year
- Technical Support & Knowledge
- Customer Focus
- Problem Solving
- Solution Focused
- Product Knowledge
- Collaboration & Teamwork
- Communication
- Organizational Effectiveness
- Bachelor's degree (Computer Science or related field preferred) or equivalent professional experience
- Technical consultant or support experience preferred in Online Travel
What the job involves
- As an Escalation Support Analyst, you will own and drive bug resolution for our partners. This includes troubleshooting and diagnosing the reported bugs, driving the bugs to resolution all while effectively communicating with partners and internal stakeholders
- You will work closely with other levels of support as well as Product and Development teams
- Effectively troubleshoot, monitor, and analyze bugs within EPS API, Template and Travel Agency products and services
- Provide functional or technical assistance and guidance where required
- Efficiently communicate and collaborate with various areas and levels of the organization
- Establish and promote bug priorities to Product and Technical teams
- Create, maintain and publish up-to-date Escalation Support documentation
- Identify and spearhead opportunities for process improvement
- Frequently track and distribute Escalation Support metrics and status updates
Our take
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.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- 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 🇺🇸
- Private Health Insurance 🇬🇧
Company HQ
Interbay, Seattle, WA
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
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