Enterprise Technical Support Specialist

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

The FareHarbor Technical Support Team is looking for adventure-loving, hard-working, outgoing people who are comfortable with technology to join our Denver, CO or Honolulu, HI office. Proximity to the Denver or Honolulu office is imperative for in-person collaboration and learning in this fast-paced onboarding. 

This role will sit on our Enterprise Technical Support Team, responsible for working with our largest clients fielding both inbound requests and proactively meeting with accounts to head off problems before they arise. The accuracy, efficiency, analytical thinking, and personal attention the team gives to every client sets us far apart from other customer support teams in the industry. Our team delights customers by providing personalized, white-glove service around the clock and is committed to providing our clients with the best possible FareHarbor experience. As an Enterprise Technical Support agent, you have the ability to develop relationships with clients, advise & consult on industry best practices, and work both short (10 minute) and long (10 day) tasks / projects that will keep your days fresh and interesting. This is a high energy, client facing role that requires high attention to detail, excellent communication skills, and the drive to ensure all clients are happy with their dashboard.

What you’ll do here:

• Provide exceptional support by listening, understanding the issue, and problem solving with customers.
• Configure client dashboards through critical thinking and technical maneuvering of the software
• Become an expert FareHarbor user and stay on top of all new feature releases.
• Go above and beyond to solve problems for all enterprise accounts - leave no stone unturned to find a solution 
• Handle inbound/outbound support issues via emails and phone calls.
• Communicate across teams to ensure client needs are met
• Produce quality work autonomously in addition to collaboratively
• Provide valuable feedback to the product team.
• Help develop, improve, and implement standard operating procedures.
• Collaborate with Account Management and Business Intelligence teams to implement effective solutions

Requirements:

• At least 3 years experience in customer support or technical role, preferably in a SAAS setting
• Strong technical skills - ability to learn new tools & technologies
• Genuinely committed to delivering best in class customer/ technical support.
• Patient, curious, detail oriented and eager to problem solve.
• Able to work closely and effectively with others.
• An excellent verbal and written communicator.
• Shift flexibility with rotating shifts, including several weekends and holidays throughout the year
• Willingness to join in-person office team events & in-person learning opportunities
• Preferably, willingness to travel on-site to visit clients (about once per year with more opportunities as tenure increases)

Benefits 

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $66,560-$99,840, plus 10% bonus potential 

Application Deadline: April 16th, 2025

Please note you must be authorized to work in the United States for this position.

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 in which all of our employees can be their authentic selves.

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Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.