Technical Customer Service Advisor (Italian Speaking) - Bókun

TL;DR

Technical Customer Service Advisor (Travel SaaS): Diagnosing and resolving technical issues for tour and experience suppliers with an accent on technical troubleshooting, ticket escalation, and customer satisfaction. Focus on investigating complex incidents, managing multi-channel communication in English and Italian, and collaborating with technical teams to resolve bugs.

Location: Hybrid (Oxford, United Kingdom) - requires 2 days per week in office

Company

Bókun is a business management software providing booking and channel management solutions specifically for tours, attractions, and experience suppliers.

What you will do

• Diagnose and resolve technical issues within the Escalation Team to ensure a seamless customer experience.
• Triage and investigate complex incidents, reproducing bugs and raising detailed reports for technical teams.
• Manage inbound and outbound communication in English and Italian via email, phone, video, and chat.
• Act as an internal escalation point for Tier 1 support cases and maintain troubleshooting documentation.
• Collaborate closely with technical teams to manage escalations and ensure timely ticket resolution.

Requirements

• 1–3 years of experience in customer service or technical support, preferably in the B2B sector.
• Fluency in written and spoken English and Italian.
• Basic working knowledge of CSS, HTML, and website CMS tools.
• Strong analytical and problem-solving skills for independent issue resolution.
• Ability to work shift patterns, including occasional weekends.
• Must be based in or able to work hybrid from the Oxford office (2 days/week).

Nice to have

• Experience in travel, tourism, leisure, or hospitality industries.
• Experience working toward customer satisfaction targets and operational metrics.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• Remote-friendly collaboration approach with a flexible schedule to support work-life balance.
• Annual lifestyle benefit for travel, wellness, or personal use.
• Tuition assistance for qualified professional development programs.
• Comprehensive health benefits, employee assistance program, and generous referral scheme.
• Annual matching of qualifying charitable donations.