Hotel Systems Technical Support Analyst Job in , Hotel/Hospitality Career, Full-Time Regular Jobs in Expedia

Position Overview:

The Hotel Systems Technical Support Analyst helps provide support for all externally connected properties connecting to Expedia Inc. (HotelExtranet Hotels, ExpediaConnect Hotels, Expedia QuickConnect Hotels, ) to include troubleshooting and diagnosing technical support issues, ensuring that hotel partners have proper connectivity, running and reviewing system and vendor reports to determine system issues, and to ultimately provide implementation, launch, and post connectivity support for all properties per Expedia Inc. standards.
Responsibilities:

• Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, ExpediaConnect 2 connectivity integration systems, and Expedia hotel inventory systems as well as the related business impacts.
• Work closely with hotel partners and internal customers for problem resolution and escalation.
• Provide technical support for Tier 1 Support Analysts resolving complex technical issues with partners’ connectivity systems.
• Generate SQL reporting and identify action items.
• Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators.
• Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical and business nature.
• Support Market Managers and Market Associates in daily operations for hotel partners.
• Assist in preparation and distribution of daily, weekly and monthly reports.
• Generate ad hoc database reports.
• Maintain status schedule of data completed, data in progress & data waiting to be processed.
• Maintain open dialogue with Market Manager, Market Associates and Regional Directors.
• Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and the technology product development team as well as handle Tier 2 escalations.
• Ability to work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 3 support teams and program managers as necessary.
• Escalate and manage system outages working with IT Tier 2.
Requirements:

• BS/BA or equivalent experience and 2+ years of technical analysis experience in a customer support environment.
• 2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment.
• A solid understanding of web technology, especially an analytical understanding of XML and web services.
• Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases.
• Excellent interpersonal abilities along with good oral and written communication skills.
• A passion for customer service and above average patience and diplomacy.
• Capacity to work independently with minimum supervision within a remote office and coordinate work within the team.
• Proficiency in Microsoft Word and Excel and usage of the Internet.
• Ability to work and thrive in a multitasked, fast paced environment.
• Professional, “get it done” attitude and work ethic.
• Conscientious, quick learner, adaptable, and strong team player.
• Preferred experience working with connectivity solutions.

*LI – TS1

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