Partner Advocate (Technical Partner Support)

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.

Introduction to the Team

Do you love to solve puzzles?

As a Partner Advocate, you will collaborate directly with our partners when they require assistance or service. You will work closely with our Sales and Technical teams to investigate and resolve technical issues and fulfil business-critical service requests.

The Partner Advocate roll reports to the regional Support team lead inside Expedia Partner Solutions organization and represents the "voice" of our partners. A real passion for the travel industry, a hunger for technology and technology expertise combined with superb interpersonal skills and an eye for business are critical to a Partner Advocate 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 Expedia product team
• Author 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 Expedia products to maintain a consistent awareness of current performance

Competencies:

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

Experience and Qualifications:

• Proficient with HTTP 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
• Familiarity with ITSM/ITIL Problem and Incident Management
• 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
• Bachelor's degree preferred (Science Degree in Computer Science or related field)
• Experience of solving highly complex technical support issues
• Experience of using incident management tools to resolve cases

Preferred Experience:

• Online travel sector
• Technical consultation
• Call center / customer contact center
• Experience specifically using Zendesk incident management tool

#LI-SL2

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee's passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

The total cash range for this position in Chicago is $104,000.00 to $145,500.00. Employees in this role have the potential to increase their pay up to $166,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.

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 Accommodation Request.

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 Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises. 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.