Technical Support Advisor

TripAdvisor; Oxford; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Remote-friendly collaboration

Tuition assistance

Travel perks

Health benefits

Employee assistance program

Generous referral scheme

Donation matching

Work-life balance

Job summary

Bókun, part of the Tripadvisor Group, is seeking a Technical Support Advisor to join the Escalation Team in Oxford on a hybrid schedule. You will diagnose and resolve technical issues, triage and escalate where needed, and maintain thorough troubleshooting docs.

English and Spanish fluency, plus 1–3 years in support, are expected. You will handle a range of channels, including email, phone, video with screen sharing, and chat, ensuring timely resolutions and KPIs are met.

Qualifications

• 1–3 years in customer service or technical support, ideally B2B.
• Strong problem-solving with analytical and investigative skills.
• CSS, HTML basics and CMS tools knowledge.
• Customer-focused, enthusiastic, courteous, and proactive.
• Excellent teamwork and collaboration.
• Willingness to learn and adapt to changes.
• Confidence handling complaints and mediating conflicts.
• Experience in travel, tourism, leisure, or hospitality is a plus.
• Experience working toward customer satisfaction targets and metrics.
• Fluency in written and spoken English and Spanish.
• Ability to multitask in a fast-paced environment.
• Flexibility to work shift patterns, including weekends.

Responsibilities

• Diagnose and resolve technical issues in collaboration with the Escalation Team.
• Triage and resolve issues, elevating to appropriate teams when needed.
• Research and replicate reported problems and raise detailed bug reports.
• Maintain clear troubleshooting documentation and follow up on open tickets.
• Act as internal escalation point for Tier 1 support.
• Collaborate with technical teams to manage escalations and KPIs.
• Communicate effectively across channels in English and Spanish.
• Contribute to high-quality support meeting response time and customer satisfaction goals.

Skills

Analytical thinking

CSS

HTML

CMS tools

English & Spanish

Communication

Multitasking

Teamwork

Customer service

Conflict mediation

Job description

As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges - from troubleshooting complex incidents to investigating in-depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you'll accurately triage and resolve customer issues or elevate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and Spanish across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you'll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction.

Requirements & Responsibilities

• 1-3 years of proven experience in a customer service or technical support role, ideally within the B2B sector.
• Strong problem-solving mindset with the ability to apply analytical and investigative skills to resolve customer issues creatively and independently.
• Basic working knowledge of CSS, HTML, and website CMS tools.
• A customer-focused attitude - enthusiastic, courteous, assertive, and proactive in driving engagement and resolution.
• Excellent teamwork skills, with a positive, friendly, and can-do approach when collaborating with both customers and colleagues.
• Openness to learn new and complex topics, constructive feedback and adaptability to business changes.
• Confidence and professionalism in handling complaints, mediating conflicts, and troubleshooting technical issues.
• Experience in the travel, tourism, leisure, or hospitality industries is a plus, but not essential for candidates with a strong passion for customer care.
• Experience working toward customer satisfaction targets and operational metrics, including quality, efficiency, and handle time.
• Fluency in written and spoken English and Spanish.
• Ability to multitask effectively in a fast-paced environment, identify next steps, and follow through with precision.
• Flexibility to work shift patterns, including occasional weekends.

Job Location: Hybrid. This role is a hybrid position that requires 2 days per week in our Oxford office.

Company Overview

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

About Bókun Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and 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, channel manager, marketplace, price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies.

Benefits and Compensation

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• "Work your way" with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you'd like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We're here for you with resources and programs to help you through life's challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Cultural Pillars

Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else's problem and finish what can be done today, knowing tomorrow will bring fresh challenges. We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.