Partner Support Analyst
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.
Partner Support Analyst
Introduction to team
Private Label Solutions (PLS) is the B2B arm of Expedia Group. We bring Expedia Group's innovative technology and distribution solutions to partners across the world. These businesses include global financial institutions, corporate managed travel, offline travel agents, global travel suppliers (like major airlines) and many more.
As a Partner Advocate, you will collaborate directly with our partners when they require assistance or service. You will work closely with our Business Development, Account Management, Integration Consultant, and Product teams to investigate and resolve technical issues and fulfill business-critical service requests.
The Partner Advocate roll reports to the regional support team lead inside EPS’s Technology organization and represents the "voice" of our partners. A real passion for travel, a hunger for technology, and technology expertise combined superb interpersonal skills and an eye for business are critical to a Senior Partner Advocate Team Lead's success.
In this role, you will:
Effectively analyze and resolve partner-raised support cases using our incident management tool, Zendesk
Fulfill service requests raised by internal and external parties
Provide functional or technical assistance and guidance where required
Effectively communicate and collaborate with various areas and levels of the organization
Provide detailed explanation on case specifics when calling out issues that require planning and resolution by the EPS product team
Chip in to knowledge base comments and articles when the opportunity arises
Identify and remediate opportunities for process improvement
Call-out new information to your fellow Partner Advocates on a consistent basis
Monitor availability of EPS products to maintain a consistent awareness of current performance
Competencies:
Customer Focus
Problem Solving/Judgment
Organizational Effectiveness
Experience and Qualification:
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 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.
available to travel up to 2 non-consecutive weeks per year
Work Experience and Education Guidelines:
Bachelor's degree preferred (Science Degree in Computer Science or related field)
Experience solving highly complex technical support issues
Experience using incident management tools to resolve cases
Preferred Experience:
In online travel
technical consultation
call center / customer contact center
Experience specifically using Zendesk incident management tool
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.