Enterprise Technical Support Specialist

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)

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

Preferably, willingness to travel on-site to visit clients (about once per year with more opportunities as tenure increases)