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Technical Customer Service Representative
2 months ago
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.
- 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.
- 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.
