We are looking for someone who enjoys solving problems for other people, has a medium to strong technical background, and can explain complex ideas and concepts in a clear, simple manner. Technical Support Representatives require both an intimate knowledge of product as well as some extended general technical knowledge of web browser technologies, operating systems and hardware. Interfacing directly with our customers, they should possess strong communication skills and be able to explain technical concepts in a way best understood by the individual they are working with. Responsibilities Identify, troubleshoot and where possible resolve issues that have been escalated from Customer Support and provide support via phone and email. Develop and maintain expert knowledge on HomeAway products. Identify and Reproduce Product Defects. Recognize and handle Customer errors gracefully. Contribute knowledge gained back to CS through documentation of issue resolutions. HomeAway Technical Support Representatives are responsible for providing Level II phone and email customer support for the HomeAway suite of Web sites. Help to analyse and identify issue severity levels and follow appropriate escalation procedures. Educate customers in best practices for using HomeAway applications. Meet agreed upon and expected service levels for case completion and quality standards. Be the customer's primary point of contact through resolution, and delight the customer throughout that process. Be an advocate for the voice of the customer.