The Technical Solutions Analyst II (Japanese language support) provides intermediate and advanced support (Tier 2) for all externally connected and non-connected Expedia Hotels to include advanced troubleshooting and diagnosis of technical support issues, managing outages and degradations, providing ad-hoc customized reporting, interfacing with other internal teams to provide detailed analysis, and handling escalations from internal and external teams within Expedia. This role will be primarily supporting our clients based in Japan.
What you'll do: Provide timely and accurate solutions to technical issues for internal and external partners via phone and email. Manage system outages and high priority incidents, attending NOC bridges as required Research and submission of bugs to appropriate technology teams Handle incoming escalations to the established SLA's. Provide support and assistance to Hotel System Technical Support Specialists (Tier 1) Triage incoming bugs for Expedia Technology teams Provide technical feedback as required to Tier 1 cases on escalations Collaborate with internal teams on Volume Management incidents Generate customized SQL reports and analysis as requested Escalate and manage system outages working with IT and Operations Tier 2 teams Represent Technical Solutions and Tools on high priority Incident Bridges Identify, Research and report Bugs Research and provide supporting data on advanced investigation inquiries for customers and Expedia Development teams Provides support to Japanese partners and connectivity vendors Engage and escalate to Senior Analysts to ensure timely resolution of complex cases 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.
Who you are: BS/BA or equivalent experience and 2+ years of technical analysis experience in a customer support environment or related field; or equivalent related professional experience Able to converse and write fluently in Japanese language in order to communicate effectively with Japanese speakers. 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. Preferred experience working with connectivity solutions. Proficient SQL experience preferred. Solid understanding of Splunk also preferred
