Partner Support Analyst

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application. What you’ll do: Analyze and Resolve Tickets Efficiently analyze and resolve incoming support tickets from partners and internal team, ensuring timely and accurate responses to inquiries and technical issues using our ticketing system Zendesk. Manage and prioritize ticket queues effectively to achieve and maintain key metrics such as ticket closures, response times, full resolution times, CSAT and ensuring adherence to service level agreements (SLAs). Technical Expertise and Troubleshooting Demonstrate a strong understanding of API functionality, endpoints, and integration methods to effectively troubleshoot and resolve partner inquiries and issues. Demonstrate a strong ability to troubleshoot and resolve complex technical issues, providing comprehensive solutions and guidance to partners. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations. Detect, analyze, and communicate bugs to the Escalation Management team through thorough investigation and supporting evidence. Monitor availability of Expedia products to maintain a consistent awareness of current performance. Communications Communicate with partners in a professional and empathetic manner, providing clear and concise updates on ticket status, resolution progress, and next steps. Keep partners informed about the status of their issues, providing regular updates, and setting clear expectations. Maintain a positive, empathetic, and professional attitude toward partners at all times. Effectively communicate and collaborate with various areas and levels of the organization. Subject Matter Expertise Develop and support deep technical knowledge of supported products, applications, and services, acting as a subject matter expert to assist both partners and internal teams with technical inquiries. Provide functional or technical assistance and guidance where required. 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. Collaboration and Knowledge Sharing Collaborate with cross-functional teams to escalate and resolve complex issues, and actively contribute to internal knowledge sharing initiatives such as documentation and training materials. Call-out new information to your fellow Partner Advocates on a consistent basis Continuous Improvement Identify opportunities for process improvement within the technical support workflow, proposing and implementing solutions to enhance efficiency and customer satisfaction. Customer Satisfaction Strive to achieve high levels of customer satisfaction by providing exceptional support experiences and fostering positive relationships with partners. COMPETENCIES Using tools & resources for troubleshooting Problem Solving/Judgment Customer Focus Organizational Effectiveness Who you are: 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 investigate without supervision Ability to effectively translate technical terms and concepts for non-technical users Ability to creatively solve challenging business/technology 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 before applying. Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint, Teams) WORK EXPERIENCE AND GUIDELINES Experience of solving highly complex technical support issues Experience of using incident management tools to resolve cases PREFERRED EXPERIENCE Familiarity with Online travel sector Call center / customer contact center Experience with ticketing tools such as Zendesk, Jira, ServiceNow; CRMs such as Salesforce; data analyzation tools such as Looker or Tableau; and log analysis tools such as Splunk The total cash range for this position in Seattle is $112,000.00 to $156,500.00. Employees in this role have the potential to increase their pay up to $179,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future. Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits. About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™. © 2021 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 to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs. 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. Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™. For more information, visit www.expediagroup.com. 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 to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is lifeatexpediagroup.com/jobs.

Salary : $179,000