At a Glance
- Tasks: Diagnose and resolve technical issues while ensuring a seamless customer experience.
- Company: Join Tripadvisor Group, a leader in travel experiences and technology.
- Benefits: Competitive pay, flexible work options, travel perks, and tuition assistance.
- Other info: Hybrid role with opportunities for growth and a supportive culture.
- Why this job: Be part of a dynamic team that powers the travel experience industry.
- Qualifications: 1-3 years in customer service or tech support; strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Overview: The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
Job Location: This role is a hybrid position that requires 2 days per week in our Oxford office.
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.
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 plus one of these European languages: French, Italian, German or Spanish 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’ll 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 in this role depends on your ability to combine 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 plus one of these European languages: French, Italian, German or Spanish would be an advantage.
- 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. We match qualifying charitable donations annually.
- Tuition assistance. 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 provide discounts and more.
- Employee assistance program. Resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Reward for referring successful candidates.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
Contact: If you have any additional questions about careers at Tripadvisor you can email recruitment@tripadvisor.com.
Technical Support Advisor - Bókun in Oxford employer: TripAdvisor LLC
Tripadvisor Group is an exceptional employer that prioritises work-life balance and employee well-being, offering a flexible hybrid work model from our Oxford office. With competitive compensation packages, generous benefits including tuition assistance and lifestyle perks, and a strong commitment to inclusivity, we empower our employees to grow both personally and professionally while contributing to the vibrant travel experience industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Advisor - Bókun in Oxford
✨Tip Number 1
Get to know the company inside out! Research Bókun and Tripadvisor Group, their values, and what they stand for. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers and technical issues, make sure you can explain complex problems simply. Role-play with a friend or use online resources to sharpen your skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about joining the team at Bókun. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Support Advisor - Bókun in Oxford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Technical Support Advisor role. Highlight your relevant experience in customer service or technical support, especially if you've worked in the B2B sector. We want to see how your skills align with what we're looking for!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled technical issues in the past. We love candidates who can think on their feet and come up with creative solutions, so don’t hold back on showcasing your analytical thinking!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at TripAdvisor LLC
✨Know Your Tech
Brush up on your technical skills, especially CSS, HTML, and any relevant CMS tools. Be ready to discuss how you've used these in past roles or projects, as this will show your technical acumen and problem-solving mindset.
✨Customer-Centric Mindset
Prepare examples that showcase your customer service experience. Think about times when you went above and beyond to resolve an issue or improve a customer's experience. This will highlight your proactive attitude and commitment to customer satisfaction.
✨Practice Communication Skills
Since you'll be communicating across various channels, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with friends or family to refine your ability to explain technical issues in simple terms.
✨Research Bókun and Tripadvisor
Familiarise yourself with Bókun's services and the broader Tripadvisor Group. Understanding their mission and how they connect people to experiences will help you align your answers with their values and demonstrate your genuine interest in the role.
