Technical Customer Service Advisor - Italian Speaker (Bokun)

at  TripAdvisor

About Bókun
Bókun is a business management software created specifically for suppliers of tours, attractions, and experiences around the world. 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 operations 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, Bókun’s customer base is global, ranging from local suppliers to Fortune 500 companies.
About Tripadvisor
Tripadvisor, the world’s largest travel site*, is on a mission to enable travelers to unleash the full potential of every trip. With over a billion reviews and opinions covering the world’s largest selection of travel listings worldwide – covering approximately 7.5 million accommodations, airlines, cruises, attractions, and restaurants - Tripadvisor provides travelers with the wisdom of the crowds to help them decide where to stay, how to fly, what to do and where to eat.

WHAT YOU’LL DO:

As a Technical Customer Service Advisor at Bókun, you will undertake a variety of duties from troubleshooting technical issues to investigating in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents, and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

YOUR KEY RESPONSIBILITIES WILL INCLUDE:

• Handle English & Italian emails, calls, or chats according to company policy.
• Troubleshooting incoming issues, identifying root causes, and finding a path to resolution.
• Researching and resolving internal (Tier 1) and external user-reported issues related to the product. Gather data, test, and replicate problems. Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets.
• Ensure excellent troubleshooting documentation.
• Act as an internal escalation route for all Tier 1 support issues.
• Collaborating with technical teams to help with support escalations.
• Follow best practice incident management processes to meet your monthly goals (Response time, Quality scores, Customer Satisfaction metrics).

THE IDEAL PERSON FOR THIS ROLE WILL BE:

• 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
• “Problem-Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• Hold a basic knowledge of CSS, HTML, and website CMS tools.
• Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• A team player who is positive, friendly, and has a can-do attitude towards staff and customers.
• Confident and competent in handling complaints, mediation, and troubleshooting technical issues.
• Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
• Italian and English are the languages required to be fluent in written and spoken
• Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently.
• Ability to work shift patterns, including some weekends