Technical Support Specialist

2 months ago

Sydney, Australia FareHarbor Full time

**About FareHarbor**

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more) to operate and grow.

With over 20,000 clients across 90+ countries—we're the largest in our industry and shaping the future of travel, together.

Our team is an 'Ohana of 700+ people around the world. We're passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

**FareHarbor Core Values**:

- Think Client First
- We Are One 'Ohana
- Be Curious and Learn
- Own It.
- Act With Integrity
- Embrace the Challenge

**Why FareHarbor?**

Founding FareHarbor required unwavering passion. Turning a start-up into the world's leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we've helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we've known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can't wait to see all that's to come.

**About the Role**:
As a Customer Support Representative, your entire directive is to optimize the FareHarbor client experience. Our clients love us, and we love them. We are like the doctors of FareHarbor - doing routine checkups on our clients, and suggesting improvements to their FareHarbor setup ensuring they are healthy and successful. The Customer Support Representatives focus on improving the livelihood of Entrepreneurs trying to live out their dream.

This position is responsible for working with our live accounts. Your entire directive is to optimize the FareHarbor client experience. This role will be a combination of strategically working to suggest changes to promote client success, as well as addressing inbound requests to improve the online booking experience for FareHarbor customers. We are looking for a supreme problem solver and creative individual who is willing to do whatever it takes for each FareHarbor account.

**What you'll do here**:

- Become an expert FareHarbor user and stay on top of all new feature releases.
- Provide exceptional support by listening, understanding the issue, and problem-solving complex issues with customers.
- Communicate across teams to ensure client needs are met.
- Provide valuable feedback to the development team.
- Contribute to the FareHarbor help documentation.
- Help develop, improve, and implement standard operating procedures.

**Requirements**:

- Genuinely committed to delivering best in class customer/ technical support.
- Able to work closely and effectively with others.
- Comfortable working in a fast paced, goal oriented environment.
- Tech-savvy, patient, curious, detail oriented and eager to problem solve.
- Available to work during weekends (Wed to Sun).

**Bonus points if you have**:

- Experience working with Small / Medium & Large-sized businesses
- Experience using Zendesk.

**Benefits**
- Global leave benefit
- 22 weeks paid parental leave
- 2 weeks paid grandparent leave
- Extended care and bereavement leave
- Life insurance policy
- Opportunity to share your ideas and make a difference in a growing company.
- Fast-paced, high-energy and engaging work environment.
- 26 days of annual leave
- Work-from-home assistance
- Educational Opportunities
- Social hours & events and team-building
- Hybrid friendly
- Wellness benefits (Headspace subscription & wellness webinars)
- FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture

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