Partner Support Analyst

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What you’ll do:

Analyze and Resolve Tickets

• Efficiently analyze and resolve incoming support tickets from partners and internal team, ensuring timely and accurate responses to inquiries and technical issues using our ticketing system Zendesk.
• Manage and prioritize ticket queues effectively to achieve and maintain key metrics such as ticket closures, response times, full resolution times, CSAT and ensuring adherence to service level agreements (SLAs).

Technical Expertise and Troubleshooting 

• Demonstrate a strong understanding of API functionality, endpoints, and integration methods to effectively troubleshoot and resolve partner inquiries and issues.
• Demonstrate a strong ability to troubleshoot and resolve complex technical issues, providing comprehensive solutions and guidance to partners. 
• Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations. 
• Detect, analyze, and communicate bugs to the Escalation Management team through thorough investigation and supporting evidence.
• Monitor availability of Expedia products to maintain a consistent awareness of current performance.

Communications

• Communicate with partners in a professional and empathetic manner, providing clear and concise updates on ticket status, resolution progress, and next steps.
• Keep partners informed about the status of their issues, providing regular updates, and setting clear expectations.
• Maintain a positive, empathetic, and professional attitude toward partners at all times.
• Effectively communicate and collaborate with various areas and levels of the organization.

Subject Matter Expertise

• Develop and support deep technical knowledge of supported products, applications, and services, acting as a subject matter expert to assist both partners and internal teams with technical inquiries.
• Provide functional or technical assistance and guidance where required.
• Provide detailed explanation on case specifics when calling out issues that require planning and resolution by the Expedia product team.
• Author knowledge base comments and articles when the opportunity arises.

Collaboration and Knowledge Sharing

• Collaborate with cross-functional teams to escalate and resolve complex issues, and actively contribute to internal knowledge sharing initiatives such as documentation and training materials. 
• Call-out new information to your fellow Partner Advocates on a consistent basis

Continuous Improvement

• Identify opportunities for process improvement within the technical support workflow, proposing and implementing solutions to enhance efficiency and customer satisfaction.

Customer Satisfaction

• Strive to achieve high levels of customer satisfaction by providing exceptional support experiences and fostering positive relationships with partners.

COMPETENCIES

• Using tools & resources for troubleshooting
• Problem Solving/Judgment
• Customer Focus
• Organizational Effectiveness

Who you are: 

• 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 effectively translate technical terms and concepts for non-technical users
• 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
• The applicant is expected to have visited and interacted with www.expediapartnersolutions.com before applying.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePo