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Technical Support Analyst I

Keywords / Skills : Analytical Problem Solving & Decision Making, Technical/Functional Skill

2 - 5 years
Posted: 17th Jul 2017

IT/ Computers - Software
Other Roles
Other Engineering
Posted On
17th Jul 2017
Job Ref code
Job Description

Position Overview:

The Technical Support Analyst I provides Tier 1 support for all externally connected properties connecting to Expedia Inc. 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.


  • Provide Tier 1 support to internal and external partners on intermediate technical issues via email and phone to established KPI's for quality, timeliness, and productivity
  • Triage incoming cases and ensure that correct priorities are set.
  • Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools.
  • Provide Tier 1 support on internal and customer-facing tools
  • Trouble shoot basic connectivity issues
  • Handle incoming phone calls to established KPI's.
  • Generate system reports and identify action items.
  • Interface with Tier 2 Analysts on escalated issues
  • Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts
  • 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.


  • Cross-Functional Collaboration
  • Written and Spoken Communications
  • Analytical Problem Solving & Decision Making
  • Technical/Functional Skill

Experience and Qualification:

  • Undergraduate Degree or equivalent experience along with 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.
  • Knowledge of the hotel industry a strong asset.
  • Ability to work in a technical 24/7 environment including weekends is required.


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