Bókun Technical Customer Service Advisor
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Technical Customer Service Advisor I Bokun
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing and aims to be the worlds 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. The subsidiaries of Tripadvisor Inc. (Nasdaq: TRIP) include a portfolio of travel brands and businesses including Tripadvisor Viator and TheFork.
Job Location: Hybrid
This role is a hybrid position that requires 2 days per week in our Oxford office.
About Bókun
Bókun is a business management software created specifically for tours attractions and experiences suppliers. Its vision is to power the travel experience industry driving more bookings for operators connecting new channels alongside enabling 3rd parties to build and connect to our platform while optimizing supplier operation with new tools and services to support business growth. Bókun acts as a booking engine an inventory channel manager a price management tool and more. Founded in 2012 Bókuns customer base is global ranging from local suppliers to Fortune 500 companies.
What youll 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 youll 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 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 addition youll 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:
- 13 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. Proficiency in an additional EU language (Spanish Italian Portuguese or French) can 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 youd 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. Were here for you with resources and programs to help you through lifes 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.
Our Cultural Pillars:
Traveler first
We exist to create value for our customer the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast experiment learn from failure iterate and improve the solutions of tomorrow across every aspect of our business. Our execution is agile data-driven prioritised and built to scale. We assume no problem is someone elses problem and finish what can be done today knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic humble and diverse subject matter experts working toward shared goals. We collaborate relentlessly challenge assumptions give actionable feedback and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth individually and as a team. We celebrate the quality of our effort our learnings and our collective achievements.
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 make sure to reach out to your individual recruiter or our team at
If you have any additional questions about careers at Tripadvisor you can email us at We have all the answers!
#LI-JP
#LI-Hybrid
Required Experience:
Unclear Seniority
Key Skills
About Company
Plan your next trip, read reviews and get travel advice from our community on where to stay and what to do. Find savings on hotels, book the perfect tour or attraction, and reserve a table at the best restaurants.
