HomeAway, Inc., an Expedia brand based in Austin, Texas, is the world's leading online marketplace for the vacation rental industry, with sites representing over 1.2 million paid listings of vacation rental homes in 190 countries. Through HomeAway, owners and property managers offer an extensive selection of vacation homes that provide travelers with memorable experiences and benefits, including more room to relax and added privacy, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. The HomeAway portfolio includes the leading vacation rental websites HomeAway.com, VRBO.com and VacationRentals.com in the United States; HomeAway.co.uk and OwnersDirect.co.uk in the United Kingdom; HomeAway.de in Germany; Abritel.fr and Homelidays.com in France; HomeAway.es and Toprural.es in Spain; AlugueTemporada.com.br in Brazil; HomeAway.com.au and Stayz.com.au in Australia; and Bookabach.co.nz in New Zealand. Asia Pacific short-term rental site, travelmob.com, is also owned by HomeAway.HomeAway also operates BedandBreakfast.com, the most comprehensive global site for finding bed-and-breakfast properties, providing travelers with another source for unique lodging alternatives to chain hotels.

Software Support Specialist at HomeAway

About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

You have a knack for solving logic puzzles. You are a keen problem-solver who enjoys helping others resolve complex issues. You are looking for a meaningful career in a customer-focused team environment, where you get to use your outstanding problem-solving and research skills to help others. We have what you’re looking for! 

As a Support Specialist for HomeAway Software, you will provide world class support for professional property managers who operate their vacation rental businesses using our SaaS products. Our SaaS products provide our customers with the tools they need in order perform day-to-day operations, everything from accounting, to managing bookings, managing websites, housekeeping and much more.

As the first line of support for our customers, our mission is to delight our clients by responding quickly and effectively to their questions and issues using all available resources to, not only fix their problems, but train them to get maximum value from our products, and by advocating for them as we continue to develop and improve our products. We are invested in their success. 

If you are a customer-focused self-starter, with excellent communication and listening skills, and you have a passion for helping people solve problems, while maintaining high customer satisfaction, we want to talk with you!

Responsibilities (including but not limited to):

  • Troubleshoot customer problems and answer questions via phone and e-mail.
  • Maintain 48 hour Service Level Agreement.
  • Own customer issues from start to finish. 
  • Clear, concise communication.
  • Create knowledge base articles as necessary. 
  • Work with internal teams, coordinating and communicating in order to resolve customer issues.

Qualifications:

  • 2+ years of customer service or product support experience. SaaS preferred.
  • Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office. 
  • Ability to work independently and as part of a team. 
  • Ability to multi-task and prioritize tasks as you go.
  • Experience with small computer networks, firewalls, and antivirus software a plus.
  • Familiarity with QuickBooks or with basic accounting principles a plus.

Key Competencies:

  • Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty. 
  • Communication: Clearly convey information and ideas through a variety of media in a manner that helps our customers understand and retain the message. 
  • Resilience: Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization.
  • Quality / Attention to Detail: Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks.
  • Time Management: Effectively manage time and resources to ensure that work is completed efficiently.

Hours / Shift Information:

  • 8 hour days, 5 days a week. Shifts are 7-3:30 pacific time, and 8:30-5 pacific time. 
  • Occasional on-call. 
  • Possible travel.

Benefits:

  • Competitive health and insurance benefits
  • Competitive salary
  • Annual target bonus or commission
  • Paid vacation and sick time
  • Vacation rental on a yearly basis (taxable benefit)
  • Employee Stock Purchase Program
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on HomeAway.com
  • Electronic, adjustable stand-up desk
  • Discounted Metro & Rail pass
  • Casual dress
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Why work with us
Founded by Brian Sharples and Carl Shepherd in February 2005, the idea behind HomeAway was to revolutionize the historically-fragmented vacation rental industry and establish the company as the clear market leader. The entrepreneurial spirit of the pioneers who created the very first vacation rental sites, many of which are now part of the HomeAway portfolio, fueled the early growth of the business and set the tone for the company culture that exists today. At HomeAway we work as a team, we work hard and we're competitive, but we always make time to celebrate our successes. From peer-nominated awards for those who have exceeded expectations with a free vacation, to company parties that celebrate holidays and achievements, we strive to maintain a culture where everyone's content and proud to call HomeAway their "home away from home!"
Culture
The HomeAway World Headquarters is located in downtown Austin, Texas. Employees love the proximity to restaurants, bars and retail — especially to the unofficial company cafeteria, the Whole Foods Market flagship store. The office space is also situated off of Lady Bird Lake, which has a fantastic hike and bike trail. HomeAway's four-story, 86,000-square-foot, mixed-use building was awarded Gold-level LEED certification in April 2010 for its use of eco-friendly materials. The design is vacation-themed and features a giant replica of the birdhouse from the HomeAway logo.
Perks & Benefits
Target Annual Bonus
Employee Stock Purchase Plan
4 Weeks' Vacation
Free drinks and snacks
Game room
Workout room/area, onsite showers and lockers, and bike lockers
Great medical, dental and vision plans

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