Technical Solutions Associate (Kuala Lumpur)
Expedia Group
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.
Technical Solutions Associate
Travel Partnerships and Media helps partners deliver excellent traveler and B2B experiences, driving growth for them and the EG marketplace through competitive supply, a valued advertising and travel media network, and affiliate solutions.
As a Technical Solutions Associate, you will handle some of the most interesting problems that the business has to offer. You will provide support for all externally connected properties connecting to Expedia Group to diagnose technical support issues, ensuring that hotel partners have accurate connectivity, running and reviewing system and vendor reports to resolve system issues, to ultimately provide implementation, launch, and post-connectivity support.
In this role, you will:
You provide initial support to internal and external partners on intermediate technical issues via email and phone to establish critical metrics for quality, timeliness, and productivity
Triage incoming cases and ensure that accurate priorities are set
Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools.
Provide Tier 1 support on internal and customer-facing tools as well as resolving basic connectivity issues
Generate system reports and identify action items
Collaborate with Technical Solution Analysts (Tier 2 Support) on raised issues
Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Technical Solutions Analysts (Tier II Support)
Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts
Experience and qualifications:
Bachelor's or equivalent experience and 2+ years of technical analysis experience in a customer support environment
Experience in an analytical role involving strong research and solution design skills in a technology environment
A solid understanding of web technology, especially an analytical understanding of XML and web services
Curiosity about data analysis: Excel, basic concepts of SQL and a practical knowledge of databases
Excellent oral and written skills to communicate complex issues to others internally and externally.
A passion for customer service and above-average patience and diplomacy
Capacity to work independently with minimum supervision within a remote office and coordinate work within the team
Proficiency in Microsoft Word and Excel and usage of the Internet
Ability to thrive in a dynamic, collaborative and fast-paced environment
Professional, get it done attitude and work ethic, and conscientious, self starter, adaptable, and strong teammate with solid attention to detail
Knowledge and/or experience of hotel industry is a plus
You have the ability and willingness to work flexible hours to cover all times for support in a 24x7 environment, if needed
Relocation (Y/N): N
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.
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, religion, gender, sexual orientation, national origin, disability or age.