Technical Customer Service Representative

6 days ago

Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
About the Role

We are seeking a highly skilled Technical Customer Service Advisor to join our team at Tripadvisor. As a Technical Customer Service Advisor, you will be responsible for providing exceptional technical support to our customers, troubleshooting technical issues, and investigating complex cases.

Key Responsibilities
  • Handle customer inquiries via various channels, providing timely and effective solutions to technical issues.
  • Troubleshoot incoming issues, identify root causes, and find a path to resolution.
  • Research and resolve internal and external user-reported issues related to our product.
  • Gather data, test, and replicate problems, raising detailed bug tickets for the development team where necessary.
  • Ensure excellent troubleshooting documentation and act as an internal escalation route for all Tier 1 support issues.
  • Collaborate with technical teams to help with support escalations and follow best practice incident management processes to meet monthly goals.
Requirements
  • 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required.
  • Problem-solving character with the ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
  • Basic knowledge of CSS, HTML, and website CMS tools.
  • Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
  • Team player who is positive, friendly, and has a can-do attitude towards staff and customers.
  • Confident and competent in handling complaints, mediation, and troubleshooting technical issues.
  • Fluency in English and Italian, both written and spoken.
  • Ability to multitask in a fast-paced environment, identifying next steps and executing them diligently.
  • Ability to work shift patterns, including some weekends.
What We Offer
  • Competitive salary and performance-based quarterly bonus.
  • Hybrid workflow with 2 days of office presence.
  • Comprehensive benefits package, including well-being, health, dental, and many more.
  • Generous vacation and paid time off policy.
  • Opportunities for professional growth and development within a rapidly expanding organization.
  • Collaborative and supportive work environment, with a team of dedicated professionals.
  • The chance to make a real impact in the travel and tourism industry.

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