Technical Customer Service Advisor - Italian Speaker (Bokun)

TL;DR

Technical Customer Service Advisor - Italian Speaker (Bokun): Diagnosing and resolving technical issues for experience suppliers using hirify.global booking software with an accent on troubleshooting complex incidents, analytical investigations, and multi-channel support in English and Italian. Focus on triaging cases, replicating bugs, raising reports, escalating to teams, and ensuring timely resolutions while meeting performance goals.

Hybrid: requires 2 days per week in our Oxford office, United Kingdom

Company

hirify.global is a business management software for tours, attractions, and experience suppliers, acting as a booking engine, channel manager, marketplace, and more, part of Tripadvisor Group.

What you will do

• Handle inbound and outbound communication across email, phone, video calls, and chat to diagnose and resolve technical issues.
• Triage, investigate, and replicate customer problems, raising detailed bug reports and following up on open tickets.
• Escalate complex cases to appropriate teams, acting as an internal escalation point for Tier 1 support.
• Maintain troubleshooting documentation and collaborate with technical teams for effective resolutions.
• Manage complaints, mediate conflicts, and deliver high-quality support meeting response time, quality, and satisfaction goals.

Requirements

• Fluency in written and spoken English and Italian
• 1–3 years in customer service or technical support, ideally B2B
• Strong problem-solving with analytical and investigative skills
• Basic knowledge of CSS, HTML, and website CMS tools
• Customer-focused attitude, teamwork skills, and ability to multitask in fast-paced environment
• Flexibility for shift patterns, including occasional weekends

Nice to have

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

Culture & Benefits

• Competitive compensation with base salary and annual bonuses
• Hybrid flexibility with remote-friendly approach and option for on-site as required
• Flexible schedule emphasizing work-life balance, trust, and accountability
• Health benefits, employee assistance program, tuition assistance, lifestyle benefits, travel perks, and donation matching
• Generous referral scheme
• Cultural pillars: Traveler first, Execution is our edge, We succeed together