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Hotel System Technical Support Specialist
Expedia Group
Place of work
AMAZON COURT, Karolinská 661/4, 186 00 Praha 8, Prague
AMAZON COURT, Karolinská 661/4, 186 00 Praha 8, Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Position Overview:
The Hotel Systems Technical Support Specialist helps provide support for all externally connected properties connecting to Expedia Inc. (HotelExtranet Hotels, ExpediaConnect Hotels, Expedia QuickConnect Hotels, ) to include troubleshooting and diagnosing technical support issues, ensuring that hotel partners have proper connectivity, running and reviewing system and vendor reports to determine system issues, and to ultimately provide implementation, launch, and post connectivity support for all properties per Expedia Inc. standards.
Responsibilities:
• Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts.
• Work closely with hotel partners and internal customers for problem resolutions and escalations.
• Provide technical support resolving intermediate technical issues with partners’ connectivity system providers.
• Generate system reports and identify action items.
• Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators.
• Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical nature to Tier 2 Analysts
• Support Market Management in daily operations for hotel partners
• Assist in preparation and distribution of daily, weekly and monthly reports
• Generate ad hoc database reports
• Maintain status schedule of data completed, data in progress & data waiting to be processed
• Maintain open dialogue with Market Manager, Market Associates and Regional Directors
• Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and the technology product development team
• Ability to work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 2 support teams and program managers as necessary.
The Hotel Systems Technical Support Specialist helps provide support for all externally connected properties connecting to Expedia Inc. (HotelExtranet Hotels, ExpediaConnect Hotels, Expedia QuickConnect Hotels, ) to include troubleshooting and diagnosing technical support issues, ensuring that hotel partners have proper connectivity, running and reviewing system and vendor reports to determine system issues, and to ultimately provide implementation, launch, and post connectivity support for all properties per Expedia Inc. standards.
Responsibilities:
• Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts.
• Work closely with hotel partners and internal customers for problem resolutions and escalations.
• Provide technical support resolving intermediate technical issues with partners’ connectivity system providers.
• Generate system reports and identify action items.
• Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators.
• Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical nature to Tier 2 Analysts
• Support Market Management in daily operations for hotel partners
• Assist in preparation and distribution of daily, weekly and monthly reports
• Generate ad hoc database reports
• Maintain status schedule of data completed, data in progress & data waiting to be processed
• Maintain open dialogue with Market Manager, Market Associates and Regional Directors
• Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and the technology product development team
• Ability to work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 2 support teams and program managers as necessary.
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Personality requirements and skills
Requirements:
• AS/AA or equivalent experience and 2+ years of technical analysis experience in a customer support environment.
• 2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment.
• A solid understanding of web technology, especially an analytical understanding of XML and web services.
• Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases.
• Excellent interpersonal abilities along with good oral and written communication skills.
• A passion for customer service and above average patience and diplomacy.
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team.
• Proficiency in Microsoft Word and Excel and usage of the Internet.
• Ability to work and thrive in a multitasked, fast paced environment.
• Professional, “get it done” attitude and work ethic.
• Conscientious, quick learner, adaptable, and strong team player.
• Knowledge of the hotel industry a strong asset.
• AS/AA or equivalent experience and 2+ years of technical analysis experience in a customer support environment.
• 2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment.
• A solid understanding of web technology, especially an analytical understanding of XML and web services.
• Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases.
• Excellent interpersonal abilities along with good oral and written communication skills.
• A passion for customer service and above average patience and diplomacy.
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team.
• Proficiency in Microsoft Word and Excel and usage of the Internet.
• Ability to work and thrive in a multitasked, fast paced environment.
• Professional, “get it done” attitude and work ethic.
• Conscientious, quick learner, adaptable, and strong team player.
• Knowledge of the hotel industry a strong asset.
Advertiser
Brief description of the company
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Number of employees
1000 and more employees
ID: 2156871
Datum zveřejnění: 25.6.2015
2015-06-25
lokalita: Prague Pozice: Administrative Worker, Official Společnost: Expedia Group