Technical Support Advisor (Spanish Speaker)

TL;DR

Technical Support Advisor (Spanish Speaker): Diagnosing and resolving complex technical issues for Bókun business management software with an accent on analytical troubleshooting and cross-channel communication. Focus on managing escalations, raising detailed bug reports, and ensuring high customer satisfaction in a fast-paced B2B environment.

Location: Hybrid position requiring 2 days per week in the Oxford office

Company

hirify.global Group is a global leader in travel guidance and experiences, connecting travelers with partners through a portfolio of brands including Bókun, Viator, and TheFork.

What you will do

• Diagnose and resolve complex technical incidents for Bókun software users.
• Manage inbound and outbound communication in English and Spanish via email, phone, and video calls.
• Research and replicate reported problems to raise detailed bug reports.
• Act as an internal escalation point for Tier 1 support cases.
• Maintain clear and accurate troubleshooting documentation.
• Collaborate with technical teams to ensure timely resolution of customer issues.

Requirements

• Fluency in written and spoken English and Spanish is required.
• 1–3 years of experience in a customer service or technical support role, preferably in B2B.
• Basic working knowledge of CSS, HTML, and website CMS tools.
• Strong analytical and investigative problem-solving mindset.
• Ability to work flexible shift patterns, including occasional weekends.
• Must be able to work from the Oxford office 2 days per week.

Nice to have

• Experience in the travel, tourism, leisure, or hospitality industries.
• Proven track record of working toward operational metrics and quality targets.

Culture & Benefits

• Competitive compensation package with annual bonuses.
• Flexible work-life balance culture with a remote-friendly approach.
• Annual lifestyle benefit for travel or wellness.
• Tuition assistance for career development.
• Donation matching and comprehensive health benefits.
• Travel perks and discounts across the hirify.global group.