Technical Customer Service Advisor - Spanish Speaker

• Handle emails, calls, or chats according to company policy
• Troubleshooting incoming issues, identifying root causes, and finding a path to resolution
• Researching and resolving internal (Tier 1) and external user-reported issues related to the product. Gather data, test, and replicate problems. Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets
• Act as an internal escalation route for all Tier 1 support issues
• Collaborating with technical teams to help with support escalations
• Follow best practice incident management processes to meet your monthly goals (Response time, Quality scores, Customer Satisfaction metrics)

• 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector)
• Fluent in English and Spanish (spoken and written) with the ability to support Spanish-speaking customers across email, chat, and phone channels
• “Problem-Solving” character – Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction
• Hold a 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
• A 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
• Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently
• Ability to work shift patterns, including some weekends

Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a 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. 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