Product Support Representative

HomeAway, an Expedia brand, is the world's leader in vacation rentals with sites representing more than 1 million online bookable vacation rental listings. Through HomeAway, owners and property managers offer an extensive selection of vacation homes that provide travelers with memorable experiences and benefits, including more room to relax and added privacy, for less than the cost of traditional hotel accommodations.

The Product Support Representative is responsible for providing first line customer support via the phone or e-mail for our Bed & Breakfast product software. We are looking for someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a simple manner. The most successful applicants are those who thrive on a small team in a culture of rapid growth and frequent change.

* Support innkeepers and property managers by providing excellent service via phone and e-mail contacts * Use various software programs to complete tasks * Create Knowledge Base Articles for customers as necessary * Work with internal teams, coordinating and communicating to resolve customer issues * Stay up-to-date on product changes to provide accurate and thorough support * Meet appropriate productivity and quality levels in support of world-class service standards * Advocate for customer needs by suggesting customer experience improvements

**Qualifications:** * 1-3 Years of technical support experience, preferably with Business and/or Accounting software * Familiar with the following: Windows, IE Explorer, Chrome, Microsoft Word, Outlook * Ability to work independently and in a team environment * Ability to multi-task * Excellent written and verbal communication skills * Working knowledge of Microsoft Office, including Word, scheduling in Outlook. * Experience with small computer networks, firewalls, anti-virus software a plus, and HTML/CSS is a plus **Key Competencies:** * Questioning and listening skills that support effective communication * Strong judgment to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects * Resiliency to effectively deal with job stress and upset customers * Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts * Ability to adapt quickly to product and procedure changes * Must be detail- and service-orientated * Moderate supervision needed; demonstrates initiative to handle more tasks independently