Onboarding & Maintenance Specialist

11360 Expedia Spain S.L.; Madrid; On-site; EUR 36,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Employee Assistance Program

Wellness and travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group in Madrid seeks a Subject Matter Expert to mitigate and resolve complex supply partner issues related to configuration and integration UI. You may lead medium projects and mentor junior staff while identifying opportunities for process improvements.

You will work with cross-functional teams, including development and product, to address escalations and optimize operations. Experience in travel tech is a plus.

Qualifications

• Day-to-day support for escalated customer issues and questions.
• Collaboration with cross-functional teams to identify root causes.

Responsibilities

• Identify and resolve complex supply partner issues.
• Translate data findings into actionable insights for stakeholders.
• Support development of processes to improve efficiency across teams.

Skills

CRM ticketing

SQL

JSON

RESTful

SOAP

Postman

Splunk

Kibana

Escapia UI

Trust Accounting

Education

Bachelor's degree

Master's degree

Associate degree or equivalent

Tools

GraphQL

SQL

JSON

RESTFUL

SOAP

POSTMAN

SPLUNK

KIBANA

Escapia UI

CRSTPF

Trust Accounting

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Role Summary

Utilizes Subject Matter Expertise to mitigate/prevent/resolve more unique and complex Supply Partner issues related to configuration/integration UI. Serves as SME educating Expedians and supply partners on how to best use EG products. May participate in leading medium-sized projects. Acts as a mentor for more junior staff. Identifies opportuntieis for process and continuous improvement.

Experience

• 2+ years for Bachelor's
• 0-2 years for Master's Education
• 1 year of Internet based travel or technology experience.
• Supporting day to day support and operations in technical environments.
• Associate's degree or equivalent.

Functional and Technical Skills

• Strong techincal skills and computer knowledge, including Microsoft office programs, extensive experience using a CRM ticketing system to create/manage casework or using travel industry applications
• Subject matter expertise in one of the following areas: GraphQL, SQL, JSON, RESTFUL, SOAP, POSTMAN, SPLUNK, KIBANA, Escapia UI, CRSTPF, or Trust Accounting.

Role Expectations

• Understands the company's financial and management accounting policies, procedures, and systems.
• Develops solid knowledge of the account principles for Trust Accounting for Property Managers.
• Develops solid understanding of regulatory requirements and financial accounting standards.
• Provides day-to-day support for escalated customer issue and questions
• Addresses high priority and customer escalations
• Researches precedents and known solutions for complex issues
• Collaborates with team members and across support teams, development, and product teams as needed to identify the root cause and call to action required to resolve the issue
• Records progress toward resolution as per case guidelines
• Manages customer expectations and follows up in a timely manner
• Supports others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the department.
• Participates in daily/weekly huddle and provides relevant updates to the team
• Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause.
• Encourages others to listen attentively and engage with the speaker by asking appropriate open-ended questions; reflects on and reiterates key points and clarifies messages to help others reach agreement.
• Handles and de-escalates potential irate customers and/or suppliers
• Communicates analysis findings and recommendations both strategic and tactical to colleagues, stakeholders, and leadership in a clear, concise, and influential manner
• Provides feedback to peers and shares tips with/mentors colleagues to help them improve
• Monitors non-verbal reactions of others to identify and respond to areas of interest or concern.
• Ensures all viewpoints have been heard and discussed before reaching conclusions, offering guidance or asserting own views.
• Demonstrates an understanding of the standard offerings and major areas of expertise
• Develops a broad understanding of customers standard products and services.
• Tailors troubleshooting to ensure unique customer product and service needs are met.
• Understands project timeline and supports development of schedules to achieve project milestones.
• Coordinates cross-functionally to identify resources required to support a project
• Keeps relevant stakeholders informed of progress toward or changes to task timing that impacts the project schedule.
• Works on more complex projects for largers customers using Standard Operating Procedures as guidance but tailoring solutions as appropriate.
• Identify, research, test, scope and eliminate bugs to the appropriate team for resolution
• Translate data analysis and findings into accessible visuals to identify chronic issues or product opportunities.
• Understands how to proceed with collecting data on customer and employee satisfaction, and supports the data collection and analysis process.
• Contribute to and report results of RCA (Root cause analysis) for HIE
• Coordinates bringing together different stakeholders with varied perspectives to develop solutions to issues, and contributes own suggestions.
• Thinks holistically to identify opportunities around policies/ processes to increase efficiency across organizational boundaries.
• Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for.
• Confirms comprehension and understanding of complex information (e.g., legal, operational risk, and regulatory data) by correctly and clearly answering routine questions.
• Identifies support teams and customer knowledge gaps, prioiritize based on data proven impact, engages the appropriate team to address the knowledge gap.
• Use subject matter expertise to support the creation and development of technical communication materials (e.g., policies & procedures, guidelines, presentations, messages
• Asks challenging questions when empowered to do so so.
• Identifies that there is a need for process improvement and actively seeks guidance from their Manager on how to achieve this.
• Sees where efficiency and process improvement are needed within their immediate team.
• Demonstrates an openness and flexibility to adapting their work to new processes to streamline and be more efficient.
• Assists with the development of business area standards and procedures.
• Has a broad understanding of observability and operational tools
• Has a foundational understanding of software testing principles

The total cash range for this position in Madrid is €36,000.00 to €50,500.00. Employees in this role have the potential to increase their pay up to €57,500.00, 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.

Benefits and perks

• medical, dental, and vision coverage
• paid time off
• Employee Assistance Program
• wellness and travel reimbursement
• travel discounts
• International Airlines Travel Agent Network (IATAN) membership.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Equal Opportunity

Equal Opportunity 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, religion, gender, sexual orientation, national origin, disability or age.