Technical Support Agent

HomeAway

(Austin, Texas)
Full Time Evenings Weekends
Job Posting Details
About HomeAway
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.
Summary
HomeAway Technical Support Representatives are responsible for providing Level II phone and email customer support for the HomeAway suite of web sites. We are looking for someone who is comfortable working in a call center atmosphere, enjoys solving problems for other people, has a medium-to-strong technical background (we will provide training on our products and services), and can explain complex ideas and concepts in a clear, simple manner. Technical Support Representatives require both an intimate knowledge of product as well as some extended general technical knowledge of web browser technologies, operating systems and hardware. Interfacing directly with our customers, they should possess strong communication skills and be able to explain technical concepts in a way best understood by the individual they are working with.
Responsibilities
* Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide customer support via phone and email * Identify and report Product Defects * Recognize and handle customer errors gracefully * Contribute knowledge gained back to Customer Support through documentation of issue resolutions and troubleshooting procedures * Help to analyze and identify issue severity levels and follow appropriate escalation procedures * Educate customers in best practices for using HomeAway applications. * Meet agreed upon and expected service levels for case completion and quality standards. * Be the customer’s primary point of contact through resolution, and delight the customer throughout that process * Be an advocate for the voice of the customer * Develop and maintain expert knowledge on HomeAway products * Communication with internal partners
Ideal Candidate
* Minimum of 1–2 years’ experience as a customer support representative, ideally in a technical capacity for a consumer web site * Experience with Windows and Apple OS * Experience with Android, Apple and Windows based mobile devices * Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons of popular browsers like Chrome, FireFox and Safari * Experience with MS Office suite including Outlook, Word, Excel, and Powerpoint * Experience troubleshooting connection issues using knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks as well as protocols like DNS, DHCP, HTTP, TCPIP * Experience troubleshooting email issues and understanding of IMAP, popular webmail and email providers, settings, filters and relayed/aliased addresses * Basic understanding of web coding (i.e., HTML, CSS, XML, API, javascript) and hosting * Weekend hours required. Overtime, evening and holiday shifts may also be required
Compensation and Working Conditions
Benefits Benefits included

Additional Notes on Compensation

• Great Medical & Dental Plans • Competitive Salary • 4 weeks Paid Vacation • Free Snacks and Drinks • Casual Dress • Discounted Metro Bus & Rail pass

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