Ticket Coordinator

Springfield, MO, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Salary

Rate:

Exact $61,500.00

Work Schedule

Flexible

Weekend Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Paid Time Off

Parental leave

wellness reimbursement

Travel Discounts

Job Description

Expedia Group is a global leader in the travel industry, renowned for powering travel experiences for everyone, everywhere. The company is at the forefront of designing cutting-edge technology that simplifies and enhances the travel journey for millions of travelers worldwide. Expedia Group encompasses a diverse portfolio of well-known travel brands including Expedia.com, Hotels.com, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Partner Solutions, and many more. This expansive family of brands enables Expedia Group to offer comprehensive travel solutions ranging from accommodations and rentals to flights, cruises, and vacation packages.

As a company committed to innovation and inclusi... Show More

Job Requirements

Bachelor's degree or equivalent experience
2+ years of technical analysis experience in a customer support or service environment
Strong analytical and problem-solving skills
Understanding of web technologies especially XML and web services
Familiarity with data analysis tools such as Excel and SQL basics
Proficiency in Microsoft Excel including pivot tables VLOOKUP and VBA macros
Excellent oral and written communication skills
Highly organized and detail-oriented
Ability to work independently with minimal supervision
Passion for customer service
Willingness to work flexible hours including weekends
Knowledge and/or experience in the hotel or travel industry

Job Qualifications

Bachelor's degree or equivalent experience with 2+ years of technical analysis experience in a customer support or service environment
Strong analytical and problem-solving skills with the ability to work independently and with minimal supervision
Solid understanding of web technologies especially XML and web services and familiarity with data analysis tools Excel SQL basics database concepts
Proficient in Microsoft Excel pivot tables VLOOKUP VBA macros and comfortable navigating Windows OS and troubleshooting basic issues
Excellent oral and written communication skills to explain complex technical issues to both technical and non-technical audiences
Highly organized detail-oriented and adaptable in a dynamic fast-paced environment
Passion for customer service with patience diplomacy and a collaborative mindset
Knowledge and/or experience in the hotel or travel industry is a plus
Willingness to work flexible hours including potential weekends

Job Duties

Monitor assess and triage incoming tickets and technical cases setting accurate priorities based on urgency and type
Assign and track high-priority events to ensure timely responses and SLA compliance
Maintain accurate and up-to-date ticket and case records closing duplicates and spam entries
Evaluate ticket severity apply appropriate protocols and reduce misrouting unnecessary handoffs
Provide initial tier 1 technical support for internal and external partners via email and phone
Diagnose and resolve basic connectivity issues for hotel partners and ensure accurate system integration
Generate review and analyze system and vendor reports to identify action items

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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