Ticket Coordinator

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 flexible work model (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. Ticket Coordinator Introduction to the Team: Are you passionate about enabling partner success, solving technical challenges, and driving operational excellence? Join Expedia Group’s Travel Partnerships & Advertising and Technical Solutions & Tools (TST) teams. Travel Partnerships and Advertising helps partners, including hotels, airlines, destination marketing organizations (DMOs) and more, deliver excellent traveler and B2B experiences. We drive growth for our partners and the Expedia Group marketplace through competitive supply, our leading advertising and travel media network and affiliate solutions. As our Ticket Coordinator, you"ll provide essential support to our partners and internal teams by triaging and assigning cases, resolving connectivity and system issues, and maintaining accurate ticket records. You"ll collaborate across teams to meet service level agreements (SLAs), streamline workflows, and ensure our support processes run smoothly—all while helping partners thrive. In this role, you will: Case and Ticket Management 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 Technical Troubleshooting and Support 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 Collaborate with Technical Solution Analysts (Tier 2 Support) on escalated issues Cross-Team Collaboration Act as a liaison between Expedia"s Market Management teams (Market Managers and Associates), Connectivity, Help teams, and leadership to ensure effective communication and coverage Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues for customer-facing tools Process Improvement and Reporting Generate and distribute routine performance and system reports Analyze trends in tickets and cases, proposing process improvements to enhance workflows and reduce recurring issues Learn and apply Expedia Group (EG) and TST policies, tools, and procedures, suggesting enhancements to ticket systems (e.g., Salesforce) Experience and qualifications: Bachelor"s degree or equivalent experience, with 2 years of technical analysis experience in a customer support or service environment (entry-level candidates with strong skills will also be considered for the Ticket Coordinator aspects of the role) 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 Other duties as assigned The total cash range for this position in Springfield is $38,500.00 to $54,000.00. Employees in this role have the potential to increase their pay up to $61,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual"s knowledge, skills, and experience. Pay ranges may be modified in the future. Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee"s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent ( IATAN ) membership. View our full list of benefits . 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Created: 2025-10-01