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Partner Support Analyst

Partner Support Analyst

Expedia GroupSingapore, Singapore
12 days ago
Job description

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Partner Support Analyst

Introduction to team

Private Label Solutions (PLS) is the B2B arm of Expedia Group. We bring Expedia Group's innovative technology and distribution solutions to partners across the world. These businesses include global financial institutions, corporate managed travel, offline travel agents, global travel suppliers (like major airlines) and many more.

As a Partner Advocate, you will collaborate directly with our partners when they require assistance or service. You will work closely with our Business Development, Account Management, Integration Consultant, and Product teams to investigate and resolve technical issues and fulfill business-critical service requests.

The Partner Advocate roll reports to the regional support team lead inside EPS’s Technology organization and represents the "voice" of our partners. A real passion for travel, a hunger for technology, and technology expertise combined superb interpersonal skills and an eye for business are critical to a Senior Partner Advocate Team Lead's success.

In this role, you will :

Effectively analyze and resolve partner-raised support cases using our incident management tool, Zendesk

Fulfill service requests raised by internal and external parties

Provide functional or technical assistance and guidance where required

Effectively communicate and collaborate with various areas and levels of the organization

Provide detailed explanation on case specifics when calling out issues that require planning and resolution by the EPS product team

Chip in to knowledge base comments and articles when the opportunity arises

Identify and remediate opportunities for process improvement

Call-out new information to your fellow Partner Advocates on a consistent basis

Monitor availability of EPS products to maintain a consistent awareness of current performance

Competencies : Customer Focus

Problem Solving / Judgment

Organizational Effectiveness

Experience and Qualification :

Proficient with APIs and SQL as related to other programming languages

Ability to deliver high quality and workable solutions for technical issues

Ability to communicate technical specifications and investigate without supervision

Ability to creatively solve challenging business / technology problems

Excellent oral / written communication skills

Be able to manage multiple tasks and projects simultaneously, prioritize time effectively, and thrive in a dynamic and complex environment

General familiarity with web-based and mobile based product development and a general understanding of typical technology architecture for high-volume web sites

Fluent in oral / written English. Other languages a plus.

available to travel up to 2 non-consecutive weeks per year

Work Experience and Education Guidelines :

Bachelor's degree preferred (Science Degree in Computer Science or related field)​

Experience solving highly complex technical support issues

Experience using incident management tools to resolve cases

Preferred Experience :

In online travel

technical consultation

call center / customer contact center

Experience specifically using Zendesk incident management tool

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the .

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability : IN, and others.

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.

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Support Analyst • Singapore, Singapore