Product Support Representative

3 months ago

Vancouver, Canada Expedia Partner Solutions Full time

**Product Support Representative**

This role is a fixed term contract position for 19 months.

Are you looking to join a team that provides world-class customer service and 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 attention to detail and problem-solving skills to complete routine tasks, troubleshoot issues and find answers to questions. You will be responsible for supporting a variety of loyalty programs as well as other tasks as needed. You will be supported by a highly collaborative team, a robust knowledge base, and Expedia Group's continuous opportunities for development.

**What you’ll do**:

- Provide front-line customer service 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
- 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 tickets to achieve these SLA
- Ability to escalate all special case issues to appropriate Subject Matter Experts
- Support and perform system administrative activities such as: Fulfill Loyalty Programs’ points management; monitor terminations and maintain 3rd party tools user access
- 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)

LI-SL2

The total cash range for this position in Vancouver is $50,000.00 to $70,000.00. Employees in this role have the potential to increase their pay up to $80,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

**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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