Support Specialist

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.

The Software Specialist is responsible for providing world class support for HomeAway’s V12.Net. The role provides support and training through phone, SalesForce, email, and WebEx. We are seeking someone who enjoys solving problems for other people, has a strong technical background (we will provide training on our products and services), and can explain complex ideas and concepts in a clear, simple manner.

Responsibilities:
    •    Provide front-line support for professional property managers on our hospitality management tools/modules
    •    Develop and maintain expert knowledge on V12.Net
    •    Educate users in all functions and features of our product line
    •    Help analyze and identify issue severity levels and follow appropriate escalation procedures
    •    Meet agreed upon and expected service levels for case completion
    •    Troubleshoot customer problems and answer questions via phone and e-mail
    •    Log customer interactions and requests in SalesForce
    •    Be the customer’s primary point of contact through resolution, and delight the customer throughout that process. Advocate for the customer(s)
    •    Work with internal teams, coordinating and communicating in order to resolve customer issues
    •    Prioritize tasks and maintain the ability to work independently
    •    Collaborate with peers to complete team projects in a timely fashion

Qualifications:
    •    2+ years of technical support experience, SaaS software preferred
    •    Proficiency in Microsoft Windows OS
    •    Proficiency in Google Drive, Microsoft Excel/Google Spreadsheet, Microsoft Outlook/O365, and Powerpoint
    •    Experience with SalesForce (CRM) is a plus
    •    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
    •    Ability to work in a fast paced environment
    •    Ability to prioritize and meet scheduled deadlines
    •    Excellent written and verbal communication skills
    •    Basic understanding of HTML, XML and JSON are a plus
    •    Familiarity with the vacation rental industry is a plus
    •    Knowledge of smartphone applications is a plus

Education & Certifications:
    •    Four years of high school or equivalent
    •    College degree preferred but not required

Hours/ Shift Information:
    •    Initial hours during training period will be Mon-Fri 8AM to 5PM
    •    After training is complete, permanent work shift will be: Monday - Friday 8AM - 5 PM. *alternate 8 hour shifts may be required

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
    •    Casual dress code


Meet Some of HomeAway's Employees

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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.


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