Position Details

Salary $52K – $73K USD / year

Type Not Specified

Experience entry

Exp. Years 0-1 Years

Education Associate's degree or equivalent

Category Customer Success & Support

About this role

Support supply partners by educating them on how to optimize configurations and by resolving routine configuration, integration, and UI issues. Focus on first contact resolution, accurate case categorization, and timely customer communication while escalating as needed.

Key Responsibilities

Educate supply partners to optimize configurations and drive product value
Resolve routine configuration/integration/UI issues with first contact resolution in mind
Categorize and document cases, gather root-cause information, and prioritize time-sensitive work
Follow documented troubleshoot processes and escalate when needed
Record progress and manage customer expectations with timely follow-up

Technical Overview

Uses a CRM ticketing system to manage casework, troubleshoot issues using documented processes, and research known solutions for routine problems involving configuration, integrations, and user interface behavior. Also supports basic learning around trust accounting, regulatory requirements, and financial accounting standards.

Ideal Candidate

The ideal candidate is an entry-level support professional who has hands-on experience managing cases in a CRM ticketing system and can troubleshoot routine configuration, integration, and UI issues. They are comfortable educating supply partners, delivering first contact resolution, and working a fixed overnight schedule (Sunday–Thursday, 5:00 PM–2:00 AM CST).

Must-Have Skills

Microsoft office programsextensive experience using a CRM ticketing systemcreate/manage caseworkfirst contact resolutionfixed schedule Sunday - Thursday | 5:00 PM - 2:00 AM CST

Tools & Platforms

Microsoft office programsCRM ticketing system

Required Skills

Microsoft office programsCRM ticketing systemcreate/manage caseworktravel industry applicationstroubleshoot processesconfiguration optimizationintegrationUI related issuesfirst contact resolutioncase categorizationTrust Accounting for Property Managersfinancial accounting standardsregulatory requirements

Hard Skills

Microsoft office programsCRM ticketing systemcreate/manage caseworktravel industry applicationsresolving routine configuration/integration/UI related issueseducating supply partnersconfiguration optimizationfirst contact resolutioncase categorizationtroubleshoot processesresearches precedents and known solutionsrecords progress toward resolutioncustomer follow-uptime-sensitive prioritizationescalating troubleshootingTrust Accounting for Property Managersfinancial accounting standardsregulatory requirements

Soft Skills

communicationcustomer issue handlinglistening attentivelyasking probing and intelligent follow-up questionsencouraging othersteam collaborationreaching out to immediate team

Industry & Role

Industry E-commerce

Job Function Provide product support and case-based troubleshooting for supply partners using Expedia Group tools

Role Subtype Customer Support Specialist

Tech Domains ITSM / ServiceNow, Salesforce

Keywords for Your Resume

Product Support SpecialistCRM ticketing systemcreate/manage caseworkcaseworkcase categorizationfirst contact resolutiontroubleshoot processesroutine configurationintegrationUI related issueseducatingtravel industry applicationsconfiguration optimizationtime-sensitiveprioritizes casesescalating troubleshootingrecords progress toward resolutioncustomer expectationsfollow upTrust Accounting for Property Managersfinancial accounting standardsregulatory requirements

Deal Breakers

Must be able to consistently work Sunday - Thursday | 5:00 PM - 2:00 AM CST, Must have extensive experience using a CRM ticketing system to create/manage casework

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