HomeAway is hiring an

IPM Support Representative

Austin, United States
Full-Time
Product Support Representative, IPM

HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Product support representatives work directly with property managers who list their inventory to HomeAway’s distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, technically inclined and outside the box thinking.

Responsibilities:
- Support property managers by providing excellent service via phone and/or e-mail contacts
- Help to analyze and identify issue severity levels and follow appropriate escalation procedure

- Be the customer’s primary point of contact through resolution, and delight the customer throughout that process
- Educate customers in best practices for using HomeAway applications
- Stay up-to-date on product changes in order to provide accurate and thorough support
- Advocate for customer needs by suggesting customer experience improvements 

- Meet appropriate productivity and quality levels in support of world-class service standards
- Build positive rapport and communicate appropriately with different personality types
- Apply the proper service etiquette to satisfy various customer situations
- Display flexibility towards shifts as per business requirements
- Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers.

Key Competencies:
- Questioning and listening skills that support effective communication
- Strong judgment to handle special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects
- Resiliency to effectively deal with job stress and upset customers
- Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts
- Ability to adapt quickly to product and procedure changes
- Must be detail- and service-orientated
- Moderate supervision needed; demonstrates initiative to handle more tasks independently

Required Qualifications:
- 2+ Years of customer service experience, preferably in a technical contact center supporting enterprise customers
- Demonstrated experience with MS Office Suite and CRM systems
- Bachelor’s degree preferred, but will accept equivalent experience in field
- Minimum typing skills of 50 wpm
- High level of determination to follow issues through to resolution
- Ability to work independently and in a team environment
- Ability to multitask and dynamically prioritize tasks

Preferred Qualifications:
- Experience supporting and troubleshooting B2B software
- Industry pluses: classified listings websites, travel websites, online advertising, or B2Cwebsites
- Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus but are not required.

Potential Schedules Include:
- Monday through Friday with occasional Saturday shifts and holidays based upon business needs

Benefits:
- Great Medical & Dental Plans
- Highly Competitive Salary
- Target Annual Bonus
- Employee Stock Purchase Plan
- 4 weeks paid time off
- Free drinks and snacks
- Weekly company update talks with our leadership team
- Free vacation rental on a yearly basis (taxable benefit)
- Free listing on HomeAway.com
- Electric adjustable stand up desk
- Casual dress code
- Discounted Metro Bus and Rail tickets

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