VR Technical Support Specialist

1 month ago

Gurugram, India Expedia Group Full time

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.          

The Vacation Rental Technical Support team is responsible for triaging and driving resolution of application and software issues related to the Vrbo suite of tools and websites. As a Technical Support Specialist, you will utilize logs and your technical knowledge/understanding of back end services to troubleshoot application issues related to 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.

Note: We will provide training on our products and services. This position is in Gurgaon and reports to the Associate Manager, VR Technical Support. There is no opportunity for remote/virtual participation.

What you’ll do:

  • 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

Who you are:

  • 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

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