Bókun Technical Customer Service Advisor (Spanish Speaker)

TL;DR

Bókun Technical Customer Service Advisor (Spanish Speaker): Troubleshooting and resolving technical issues for users, including investigating complex cases and managing escalations. Focus on quickly diagnosing problems, documenting bugs, and ensuring high customer satisfaction through strong technical and interpersonal skills.

Location: Hybrid in Oxford, United Kingdom, requiring office attendance X days per week/month.

Company

hirify.global, part of the Tripadvisor Group, connects people to experiences worth sharing through its travel brands and platforms.

What you will do

• Handle emails, calls, or chats and troubleshoot incoming technical issues.
• Identify root causes, resolve incidents, and dispatch to the next resolving group.
• Research and resolve internal and external user-reported issues related to the product.
• Gather data, test, replicate problems, and raise detailed bug tickets for the development team.
• Act as an internal escalation route for Tier 1 support issues and collaborate with technical teams.
• Follow best practice incident management processes to meet monthly goals (Response time, Quality scores, Customer Satisfaction).

Requirements

• 1-3 years of proven experience in a Customer Service position requiring technical skills and troubleshooting (preferably in B2B).
• Fluent in English and Spanish (spoken and written), with the ability to support Spanish-speaking customers.
• Basic knowledge of CSS, HTML, and website CMS tools.
• Strong problem-solving character with analytical and investigative skills.
• Ability to multitask in a fast-paced environment and work shift patterns, including some weekends.

Culture & Benefits

• Competitive compensation packages, including base salary and annual bonuses.
• "Work your way" with a remote-friendly approach and flexible schedule, option to join on-site.
• Donation matching, tuition assistance, lifestyle benefits, and travel perks.
• Employee assistance program and health benefits.
• Generous referral scheme.