Technical Customer Service Advisor I Bókun

• Diagnosing and resolving technical issues while ensuring a seamless customer experience
• Handling 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, accurately triage and resolve customer issues or escalate them to the appropriate teams as needed
• Managing inbound and outbound communication in English and Italian across multiple channels, including email, phone, video calls with screen sharing, and chat
• Researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution
• Maintaining clear troubleshooting documentation, acting as an internal escalation point for Tier 1 support cases, and collaborating closely with technical teams to manage escalations effectively

• 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 Italian
• 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

Experience in the travel, tourism, leisure, or hospitality industries is a plus, but not essential for candidates with a strong passion for customer care

• 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
• Flexible schedule
• Donation matching
• Tuition assistance
• Lifestyle benefit
• Travel perks
• Employee assistance program
• Health benefits
• Generous referral scheme