Technical Support Specialist (Weekend Availability) at FareHarbor

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem Solving, Customer Support, Technical Support, Communication, Detail Oriented, Curiosity, Teamwork, Adaptability, Zendesk, Multilingual

Industry

Travel Arrangements

Description

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 Technical Support Specialist, 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 Technical Support Specialists 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. This role's shifts will be from Wednesday-Sunday. What you’ll do here: Become an expert FareHarbor user and stay on top of all new feature releases. Handle inbound/outbound support issues via emails and phone calls. 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: Availability to work Wednesday-Sunday 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. Bonus points if you have: Experience working with Small / Medium & Large-sized businesses Multilingual Candidate who can speak either one of German, Dutch, Spanish, French, Portuguese, Italian is an added advantage 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) This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum 2.5 years remaining on a valid Australian working visa and do not require sponsorship to work. At FareHarbor, we believe making experiences better for everyone starts with fostering a workplace where every voice is heard and everyone is empowered to thrive. We’re committed to inclusion, welcoming all qualified job seekers to apply and join our ‘ohana. FareHarbor is an equal opportunity employer in accordance with all applicable federal, state and local laws. We do not discriminate on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, national origin, disability, age, or veteran status, or any other classification protected by federal, state, or local law. If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations. To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants. Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.

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Responsibilities

The specialist will optimize the client experience by suggesting strategic improvements to client setups and addressing inbound requests to enhance the online booking experience. This involves acting as a 'doctor' for FareHarbor clients, ensuring their operational health and success.