Partner Advocate

2 months ago

Gurugram, India Expedia Group Full time

Do you love to solve puzzles? 
As a Partner Advocate you will collaborate directly with our partners when they require assistance or service. You will work closely with our Sales Account Management, Integration Consultant, Launch management and Product teams to investigate and resolve technical issues and fulfill business-critical service requests.
The Partner Advocate role reports to the regional Support team lead inside Private Label Solutions Partner Connect organization and represents the "voice" of our partners. A real passion for the travel industry, a hunger for technology and technology expertise combined with superb interpersonal skills and an eye for business are critical to a Partner Advocate success.

Responsibilities:

  • Effectively analyse and resolve partner-raised support cases using our incident management tool, Zendesk
  • Fulfil 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 organisation
  • 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
  • Identify and remediate opportunities for process improvement
  • Call-out new information to your fellow Partner Advocates on a consistent basis
  • Monitor availability of Expedia products to maintain a consistent awareness of current performance
     

Competencies:

  • Problem Solving/Judgment
  • Customer Focus
  • Using tools & resources for troubleshooting
  • 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 investigations without supervision
  • Ability to creatively solve challenging technology/ business 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.

Work Experience and Education Guidelines:

  • Bachelor's degree preferred (Science Degree in Computer Science or related field)​
  • Experience of solving highly complex technical support issues
  • Experience of using incident management tools to resolve cases
     

Preferred Experience:

  • Online travel sector
  • Technical consultation
  • Call centre / customer contact centre
  • Experience specifically using Zendesk incident management tool

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