Technical Customer Service Advisor (Italian Speaking) - Bókun in Oxford

Location: Oxford, United Kingdom (Hybrid – 2 days per week in our Oxford office).

About Bókun

Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Founded in 2012, Bókun’s customer base is global, ranging from local suppliers to Fortune 500 companies.

What you’ll do:

As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges — from troubleshooting complex incidents to investigating in‑depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you’ll accurately triage and resolve customer issues or escalate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and Italian across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you will maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success depends on combining strong technical acumen with excellent communication and interpersonal skills to deliver high‑quality support that meets key performance goals such as response time, quality, and customer satisfaction.

The ideal candidate will possess:

• 1–3 years of proven experience in a customer service or technical support role, ideally within the B2B sector.
• Strong problem‑solving mindset with the ability to apply analytical and investigative skills to resolve customer issues creatively and independently.
• Basic working knowledge of CSS, HTML, and website CMS tools.
• A customer‑focused attitude – enthusiastic, courteous, assertive, and proactive in driving engagement and resolution.
• Excellent teamwork skills, with a positive, friendly, and can‑do approach when collaborating with both customers and colleagues.
• Openness to learn new and complex topics, constructive feedback and adaptability to business changes.
• Confidence and professionalism in handling complaints, mediating conflicts, and troubleshooting technical issues.
• Experience in the travel, tourism, leisure, or hospitality industries is a plus, but not essential for candidates with a strong passion for customer care.
• Experience working toward customer satisfaction targets and operational metrics, including quality, efficiency, and handle time.
• Fluency in written and spoken English and Italian.
• Ability to multitask effectively in a fast‑paced environment, identify next steps, and follow through with precision.
• Flexibility to work shift patterns, including occasional weekends.

What We Offer:

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle.
• Tripadvisor Group takes a remote‑friendly approach to collaboration across a worldwide team, with the option to join on‑site as often as you’d like or as required by your team.
• Flexible schedule. Work‑life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.