Salesforce Support Analyst

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Role Summary

The Salesforce Support Services Team supports Salesforce configuration and development needs for thousands of users across multiple lines of the Expedia business, including our Lodging Partner Services, PLS, Retail and Transport groups. The Team are seeking a Salesforce Support Analyst to act as a first-tier contact to support requests from our entire user base, applying foundational Infrastructure/platform knowledge to ambiguous technical/non-technical projects and tasks.

As a Salesforce Support Analyst, you will assist with issue investigations, data analysis and remediation for internal and external infrastructure disruptions and/or service enhancements. In addition to becoming a Salesforce SME, this opportunity will allow you to gain exposure to other tools and areas such as Tableau, release management, low-level coding and query language.

What you'll do:

• Primary work will centre on resolving tier 1 support cases in accordance to Priority/SLA requirements.
• Case management and issue resolution is completed in the Salesforce system
• Basic Salesforce configuration and resolution of common user problems
• Train users and orient them on how to use basic Salesforce functionality
• Develops/maintains support documentation for use by all levels of support personnel. Perform other duties as assigned, including data cleanup
• Troubleshooting production issues
• Identify, research, test and escalate bugs to the appropriate team for resolution
• Translate data analysis and findings into accessible visuals to identify chronic issues or product opportunities.
• Research and analyze complex technical data using statistical methods.
•  Assists with issue or incident investigations by gathering and documenting necessary information.
• Recommend interim and long-term solutions to complex problems to ensure successful resolution

Who you are:

• An experienced end user of Salesforce
• Salesforce Admin Certifications/Trailheads preferred but not essential
• Professional customer service skills: solutions mindset, helping nature, positive attitude, real passion for the customer and the customer experience
• Excellent analytical skills, detail-oriented, and can take ownership of the work assigned and deliver results timely, reliably and correctly
• Familiar with basic concepts of one programming or scripting language (e.g. JavaScript or bash).
• Excellent organizational and communication skills
• Collaborative but able to work autonomously with minimal guidance in a rapidly changing environment
• You thrive in a dynamic environment, adapt to change, and multi-task effectively
• You have experience with Excel. Ability to understand and execute MS Excel formulas (and understand when/why to use them)
• Independently driven to learn new applications, technologies, and skills
• Previous experience and interest in expanding your software development skills
• Demonstrate an openness and flexibility to adapting their work to new processes to streamline and be more efficient

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.