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Technical Support Analyst I
Expedia
Place of work
Czech Republic, Prague
Czech Republic, Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
The Technical Support Analyst I provides Tier 1 support for all externally connected properties connecting to Expedia Inc. 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:
- Provide Tier 1 support to internal and external partners on intermediate technical issues via email and phone to established KPI's for quality, timeliness, and productivity
- Triage incoming cases and ensure that correct priorities are set.
- Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools.
- Provide Tier 1 support on internal and customer-facing tools
- Trouble shoot basic connectivity issues
- Handle incoming phone calls to established KPI's.
- Generate system reports and identify action items.
- Interface with Tier 2 Analysts on escalated issues
- Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts
- 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.
Responsibilities:
- Provide Tier 1 support to internal and external partners on intermediate technical issues via email and phone to established KPI's for quality, timeliness, and productivity
- Triage incoming cases and ensure that correct priorities are set.
- Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools.
- Provide Tier 1 support on internal and customer-facing tools
- Trouble shoot basic connectivity issues
- Handle incoming phone calls to established KPI's.
- Generate system reports and identify action items.
- Interface with Tier 2 Analysts on escalated issues
- Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts
- 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.
Employee perks, benefits
Exceptional Benefit package
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Personality requirements and skills
- 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.
- 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.
- 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.
- 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.
Advertiser
Brief description of the company
Our mission is to revolutionize travel through the power of technology.Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 140,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit company website to learn more about our travel brands.
ID: 3092484
Datum zveřejnění: 6.6.2017
2017-06-06
lokalita: Czech Republic, Prague Pozice: Customer Support Specialist, Database Analyst, IT/Technical Support Specialist Společnost: Expedia