VR Technical Support Associate

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

VR Technical Support

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 III 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.

Introduction to the Team
Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

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

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 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 with 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.