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Technical Customer Service Advisor

United Kingdom, Oxford · Job Posted February 17, 2026
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Job Description

As a Technical Customer Service Advisor at Bókun you will undertake a variety of duties from troubleshooting technical issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Job Responsibility

  • Handle English inbound/outbound, Teams meetings, calls/emails or chats according to company policy
  • Troubleshooting incoming issues, identify 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
  • Ensure excellent troubleshooting documentation
  • 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 (Initial response time, Quality scores, Customer Satisfaction metrics)

Requirements

  • 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector)
  • 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
  • Receptive to constructive feedback and changes within the business
  • Confident and competent in handling complaints, mediation, and troubleshooting technical issues
  • 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
  • Experience in working to customer satisfaction-based targets and operational metrics such as quality and handle time
  • Fluency in written and spoken English plus but not essential an EU language between Spanish, Italian or French
  • Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently
  • Ability to work shift patterns, including some weekends

Nice to have

  • Experience within the travel, tourism, leisure, and hospitality industries
  • Fluency in an EU language between Spanish, Italian or French
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