Helpdesk Support Specialist

1 month ago

Vancouver, Canada Expedia Partner Solutions Full time

**HelpDesk Support Specialist**

Are you looking to join a team that provides world class customer service and technical support to Expedia Cruises network of Franchisees, Cruise Sales Managers and Travel Advisors? Then look no further and join our team

In this challenging but rewarding role, you will leverage your advanced problem-solving skills to troubleshoot issues and find answers to questions as well as play a key role ensuring brand and operational consistency. You will be responsible for supporting a variety of proprietary software, programs and promotions, Microsoft 365 and other 3rd party tools. You will be supported by a highly collaborative team, a robust knowledgebase, and Expedia Groups continuous opportunities for development.

**What you’ll do**:

- Provide the front-line support for our network of Franchises, Cruise Sales Managers and Travel Advisors
- Ability to learn and acquire in-depth knowledge of Expedia Cruises easy-to-use web-based platform Partner Central (training provided)
- Ability to learn and connect how all Expedia Cruises audiences (Franchisees, Cruise Sales Managers, Travel Advisors and Corporate Staff) use the system to perform business activities
- Responsible to stay informed of changes/updates such as new programs/features, new enhancements and new documentation
- Provide answers and solutions resolution within Service Level Agreement response times and one-touch resolution
- Ability to use our ticketing system to prioritize, answer and resolve ticket to achieve these SLA
- Ability to escalate all special case issues to appropriate Subject Matter Experts
- Support and perform system administrative activities such as
- Registration, transfer and terminations of Corporate Employees and Travel Advisors
- Monitor Subscription billing and Recurring Payment Services, process termination and refunds
- Support EC Proprietary Software: Partner Central/CruiseDesk and Public Website
- Support EC 3rd Party Licensed Software such as: Microsoft 365, Zendesk, Adobe and Fusebill
- Provide feedback and support to Subject Matter Experts regarding updates to internal documentation with a focus on accuracy, clarity and functionality

**Who you are**:

- Superior Customer Service and problem solving skills
- Proficiency in English + additional language a plus (French/Spanish)
- Proficient Communicator
- Basic Support Service Level Agreement understanding
- Proficient in Microsoft 365
- Great interpersonal skills including team collaboration and customer service
- Ability to prioritize work flow and exercise good judgment with mínimal supervision
- Solutions oriented, resourceful self-starter with strong problem-solving skills
- Well organized with a good attention to detail
- Quick learner with the ability to interpret technical information into simple concepts
- Strong written and oral communication skills
- Travel Industry Experience
- Zendesk (Ticketing System)
- Adobe (Sign and Captivate)
- Fusebill (Subscription billing system)

L1-IC1

**About Expedia Group**

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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