APAC Tech Support Coordinator

Sydney, Australia
Main Location
Bellevue, WA, United States
Open jobs

HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

Do you have a passion for technology/IT? Are you also experienced in delivering world-class customer service? If so then this is the role that will enable you to combine both skills! As an APAC Technical Support Coordinator at HomeAway you will be coordinating the Technical Support effort for the Customer Experience Teams in Asia, Australia and New Zealand. You will partner with the wider Tech Support Team to identify when product features are defective as well as assist our customers to identify and resolve issues that may exist on the customer’s side. This requires 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 regional and global stakeholders they should possess strong communication skills and be able to explain technical concepts to all.

What you’ll do:

  • Support the analysis and identification of issue severity levels and follow appropriate escalation procedures.
  • Raise these issues to the appropriate business teams and collaborate cross functionally.
  • Maintain strong working relationship with global product and engineering teams lobbying for timely issue resolution
  • Be the point of contact for the larger business on current customer issues
  • Support business requirements analysis
  • Contribute to knowledge gained of CS through documentation of issues, resolutions and workarounds
  • Lead the training and sharing of the information to all teams
  • Work with the Customer Experience Leadership Team and Quality Assurance to ensure agent’s knowledge and skills on technical issues
  • Report weekly to the CS Managers on Tech Support targets
  • Monitor all the technical and CS channels to be aware of ongoing defects
  • Facilitate weekly status reports and progress meetings
  • Meet with other HomeAway global Tech Support Coordinators for best practice sharing and process alignment
  • Be an advocate for the voice of the customer

Who you are:

  • 1–2 years’ experience as a Customer or Technical Support Agent.
  • Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons of popular browsers like IE, Firefox and Safari.
  • Knowledge of the methods and tools used to manage technology support requests with a drive to continually improve and optimize these processes/tool.
  • Experience with MS Office suite including Outlook, Word, PowerPoint.
  • Understand network technologies and protocols like DNS, DHCP, HTTP, TCPIP and basic troubleshooting of connection related issues.
  • Excellent problem-solving skills with a demonstrated ability to analyses policies, procedures and data to achieve workable solutions.
  • Excellent written communication skills demonstrating the aptitude to develop prepare reports, user stories and planning documents for diverse audiences.
  • Able to appropriately adjust communication skills dependent on audience.
  • Ability to respond to challenging situations or people and resolve conflicts with mutually agreed outcomes.
  • Maintain a professional, positive, and pro-active approach and project the demeanor of a team member who contributes to solutions.
  • Able to work independently and hold yourself accountable.
  • Ability to work flexible hours with occasional travel required to Auckland and Singapore.
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