Product Support Specialist

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. Introduction to the Team: Expedia Group B2B connects partners across the travel industry to our leading technology, supply, and services - helping them deliver seamless travel experiences to their customers. From airlines and hotels to financial institutions and other travel platforms, we power smarter, faster, and more impactful travel solutions through the most connected marketplace in the world Make An Impact! The Product Support Specialist supports Expedia Group property managers and partners who use Escapia for vacation-rental reservations, operations, distribution, payments, trust accounting, owner accounting, and reporting. Provides accurate, timely, and easy-to-understand assistance through approved support channels, with a focus on first-contact resolution, customer trust, and consistent application of Escapia processes and policies. In this Role You Will: Develop working knowledge of Escapia reservations, trust accounting, payments, rates, taxes, service orders, distribution, and property-management workflows. Apply Escapia policies, documented procedures, and basic trust-accounting principles to customer questions and issue resolution. Provide timely day-to-day support through approved channels, with a focus on first-contact resolution. Ask focused follow-up questions, listen carefully, and gather the details needed to identify the customer’s root cause. Categorize cases accurately and document symptoms, troubleshooting steps, findings, and resolution in Salesforce. Assess business impact and urgency, prioritize work according to team guidelines, and set clear customer expectations. Follow approved troubleshooting procedures and use the Escapia User Manual, support articles, and known solutions as references. Explain Escapia processes and recommendations clearly to non-technical customers, property managers, and internal stakeholders. Troubleshoot common workflows involving reservations, folios, payments, refunds, owner statements, accounting, taxes, and channel integrations. Recognize when an issue involves trust-accounting, regulatory, or financial-reporting risk and escalate it appropriately. Identify suspected High Impact Events or persistent issues, gather supporting evidence, and report them according to team procedures. Keep customers and stakeholders informed of progress, next steps, dependencies, and changes to expected timelines. Collaborate with experienced associates and subject-matter experts when an issue exceeds documented procedures or requires specialized review. Support implementation and onboarding activities by following standard operating procedures, maintaining task timelines, and tracking milestones. Share product knowledge, relevant features, updates, and best practices that improve the customer’s Escapia experience. Identify recurring knowledge gaps and recommend updates to procedures, training materials, FAQs, and customer communications. Use Salesforce, email, chat, Slack, Excel, reporting, and operational tools to manage cases, analyze information, and track action items. Contribute to quality reporting and continuous improvement by identifying inefficiencies, documenting patterns, and recommending practical process improvements. Experience and