Product Support Representative, IPM

About Us:
Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Product support representatives work directly with property managers who list their inventory to HomeAway’s distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, technically inclined and outside the box thinking.

Responsibilities:

- Support property managers by providing excellent service via phone and/or e-mail contacts

- Educate users in all functions and features of our product line
- Be the customer’s primary point of contact, build positive rapport and communicate appropriately until the issue is resolved and the customer is satisfied

- Help to analyze and identify issue severity levels and follow appropriate procedures for various types of customer situations
- Advocate for customer needs by suggesting customer experience improvements
- Meet appropriate productivity and quality levels in support of world-class service standards
- Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers
- Moderate supervision needed; demonstrates initiative to handle most tasks independently

Required Qualifications:
- 2+ Years of customer service experience, preferably in a technical contact center supporting enterprise customers
- Demonstrated experience with MS Office Suite and CRM systems
- Bachelor’s degree preferred, but will accept equivalent experience in field

- High level of determination to follow issues through to resolution

- Ability to work independently and in a team environment

- Ability to multitask and dynamically prioritize tasks

Preferred Qualifications:
- Proficiency in Microsoft Windows OS
- Experience with Atlassian products is a plus, (JIRA & Confluence)
- Experience troubleshooting software integrations and API issues is a plus

- Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons for Google Chrome

- Able to understand, modify, and troubleshoot customer data configurations and spreadsheets

- Basic understanding of HTML and XML are a plus
- Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
 
Potential Schedules Include:
- Monday through Friday with occasional Saturday shifts and holidays based upon business needs

Benefits:

- Competitive health and insurance benefits
- Competitive salary
- Annual target bonus or commission
- Paid vacation and sick time
- Vacation rental on a yearly basis (taxable benefit)
- Employee Stock Purchase Program
- Free snacks and beverages
- Frequent company update talks with our leadership team
- Free listing on HomeAway.com
- Electronic, adjustable stand-up desk
- Discounted Metro & Rail pass


Meet Some of HomeAway's Employees

Yaneli R.

U.S. Marketing Specialist

Yaneli showcases HomeAway’s spectacular home rentals from social media to email campaigning—helping family and friends explore new and exciting travel destinations.

Chris T.

Senior Manager, Business Intelligence

Chris powers HomeAway’s Business Team—crunching numbers, developing ideas, and strategizing future goals to make HomeAway the industry’s top selling vacation rental brand.


Back to top