Onboarding & Maintenance Specialist

Expedia; Spain; On-site; EUR 42,000 - 62,000; Full time

Job summary

Expedia Group is seeking a Subject Matter Expert to mitigate, prevent, and resolve complex supply partner issues related to configuration and integration UI. You will educateExpedians and partners on EG products and may lead medium-sized projects while mentoring junior staff.

As SME, you identify opportunities for process improvement and collaborate across support, development, and product teams to resolve issues and improve efficiency.

Qualifications

• Strong technical skills with Microsoft Office and CRM ticketing systems.
• Subject matter expertise in GraphQL, SQL, JSON, RESTFUL, SOAP, POSTMAN, SPLUNK, Kibana.
• Experience educating partners on products and resolving complex issues.
• Knowledge of Trust Accounting principles for property managers.

Responsibilities

• Mitigate, prevent and resolve unique and complex supply partner issues related to configuration/integration UI.
• Educate Expedia Group customers and supply partners on EG products as SME.
• Lead medium-sized projects and mentor junior staff.
• Identify opportunities for process improvement and operational efficiency.
• Collaborate with cross-functional teams to identify root causes and actions.

Skills

CRM ticketing

MS Office

GraphQL

SQL

JSON

REST API

SOAP

Postman

Splunk

Kibana

Escapia UI

Trust accounting

Education

Bachelor's degree

Associate's degree or equivalent

Tools

CRM ticketing system

Microsoft Office

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 escalate 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 contribute