TripAdvisor
Oxford, Oxfordshire
Technical Service Advisor I Bókun (French Speaking) About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: This role is a hybrid position that requires 2 days per week in our Oxford office. About Bókun Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Bókun acts as a booking engine, channel manager, marketplace, price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies. What you'll do: As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle 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, you'll accurately triage and resolve customer issues or elevate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and French across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you'll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction. The ideal candidate will possess: 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 French. 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. What We Offer 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. Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else's problem and finish what can be done today, knowing tomorrow will bring fresh challenges. We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements. We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at . If you have any additional questions about careers at Tripadvisor you can email us at . We have all the answers!
Technical Service Advisor I Bókun (French Speaking) About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: This role is a hybrid position that requires 2 days per week in our Oxford office. About Bókun Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Bókun acts as a booking engine, channel manager, marketplace, price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies. What you'll do: As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle 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, you'll accurately triage and resolve customer issues or elevate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and French across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you'll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction. The ideal candidate will possess: 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 French. 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. What We Offer 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. Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else's problem and finish what can be done today, knowing tomorrow will bring fresh challenges. We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements. We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at . If you have any additional questions about careers at Tripadvisor you can email us at . We have all the answers!
TripAdvisor
Oxford, Oxfordshire
About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: Hybrid This role is a hybrid position that requires 3 times per week in our Oxford office. Attendance for day shifts, late/evening shifts will be home based. Working Hours: 40 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. The shift will be from 12:00 AM UK time to 8:30 AM UK time. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays. Who are we looking for? As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high-quality, consistent service. You'll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You'll also support day-to-day operations by assisting with booking-related queries, providing basic technical guidance, and helping both customers and agents find clear, effective solutions. You'll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You'll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery. You will be responsible for highlighting opportunities to mitigate customer experiences to prevent reoccurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This will be a key part of your role. This is a fast-paced environment where you'll take initiative, stay solution-focused, and step in where support is needed. If you enjoy helping people and solving problems, this role could be a great fit. Basis Requirements Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi Fi). Proof required At least 6 months' experience in customer service (office or call centre) Quiet home working environment with direct Ethernet connection Strong written and spoken English Confident typing, phone, and computer navigation skills Ability to work in a high pressure environment while maintaining quality Flexibility to work across shifts, including weekends and public holidays Additional Skills Customer focus Put customer needs first and show empathy in every interaction Take ownership and follow through on issues Handle conflict and set clear expectations Identify needs and provide the right solutions Communication Communicate clearly and concisely with customers and colleagues Keep accurate and thorough case notes Understand issues quickly and respond appropriately Write clear, grammatically correct responses Problem solving Approach problems logically and use sound judgment Make timely, effective decisions for the customer Stay curious and open to learning Work independently and stay solution-focused Prioritise tasks to manage workload effectively Preferred qualifications Previous call centre customer service experience Experience supporting customers across multiple channels (phone, chat, email, social) At least 6 months' experience handling escalated contacts with legal, regulatory, governmental, or PR considerations What We Offer 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. Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data driven, prioritised, and built to scale. We assume no problem is someone else's problem and finish what can be done today, knowing tomorrow will bring fresh challenges. We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements. We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at . If you have any additional questions about careers at Tripadvisor you can email us at . We have all the answers!
About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: Hybrid This role is a hybrid position that requires 3 times per week in our Oxford office. Attendance for day shifts, late/evening shifts will be home based. Working Hours: 40 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. The shift will be from 12:00 AM UK time to 8:30 AM UK time. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays. Who are we looking for? As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high-quality, consistent service. You'll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You'll also support day-to-day operations by assisting with booking-related queries, providing basic technical guidance, and helping both customers and agents find clear, effective solutions. You'll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You'll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery. You will be responsible for highlighting opportunities to mitigate customer experiences to prevent reoccurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This will be a key part of your role. This is a fast-paced environment where you'll take initiative, stay solution-focused, and step in where support is needed. If you enjoy helping people and solving problems, this role could be a great fit. Basis Requirements Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi Fi). Proof required At least 6 months' experience in customer service (office or call centre) Quiet home working environment with direct Ethernet connection Strong written and spoken English Confident typing, phone, and computer navigation skills Ability to work in a high pressure environment while maintaining quality Flexibility to work across shifts, including weekends and public holidays Additional Skills Customer focus Put customer needs first and show empathy in every interaction Take ownership and follow through on issues Handle conflict and set clear expectations Identify needs and provide the right solutions Communication Communicate clearly and concisely with customers and colleagues Keep accurate and thorough case notes Understand issues quickly and respond appropriately Write clear, grammatically correct responses Problem solving Approach problems logically and use sound judgment Make timely, effective decisions for the customer Stay curious and open to learning Work independently and stay solution-focused Prioritise tasks to manage workload effectively Preferred qualifications Previous call centre customer service experience Experience supporting customers across multiple channels (phone, chat, email, social) At least 6 months' experience handling escalated contacts with legal, regulatory, governmental, or PR considerations What We Offer 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. Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data driven, prioritised, and built to scale. We assume no problem is someone else's problem and finish what can be done today, knowing tomorrow will bring fresh challenges. We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements. We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at . If you have any additional questions about careers at Tripadvisor you can email us at . We have all the answers!