Channel Specialist

FareHarbor•Honolulu, HI

7h•Hybrid

About The Position

FareHarbor is currently looking for a Channel Specialist to help manage our partner channels and affiliate programs in our Hawaii office. The Channel Support team works to build & maintain affiliate setups in the client’s FareHarbor dashboard, and helps charters and affiliates streamline the booking process using FareHarbor’s software features, so that they no longer have to pick up the phone to make a booking. For clients, less time spent manually inserting third party bookings means more time growing their business! In this role, you will be responsible for helping our clients manage their distribution channels with their reselling partners, inform them on FareHarbor’s affiliate software features, troubleshoot invoicing issues, and develop and maintain relationships with affiliate accounts.

Requirements

Precise and detail-oriented, with a natural sense of urgency
Genuinely committed to delivering best in class customer/ technical support.
Very comfortable with new technology.
Effective analytical & problem-solving skills. Ability to make decisions and/or mediate regarding affiliate challenges or concerns.
Utilize outstanding written and oral communication skills
Ability to be positive, highly adaptive, embrace change, share new ideas, and operate effectively as a team member and contributor.
Have a passion for learning and an interest in the Travel/Tourism industry
Local to Hawaii

Responsibilities

Handle inbound/outbound affiliate related support issues for the Hawaii market via emails and phone calls, with a goal of routing all volume through ZenDesk
Develop and attain an in-depth knowledge of the Affiliate features and associated processes
Develop and attain an in-depth knowledge of the unique Hawaii market, current best practices, key players, and existing industry relationships.
Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
Implement the technical components for clients to get set up with new partners and maintain technical components for existing partners - with special care around the unique nature of affiliate connections.
Learn the affiliate software in addition to FareHarbor, and support local affiliates with their connections and ensure ongoing support work in FareHarbor does not clash with the affiliate setup.
Serve as the go between and expert for both FareHarbor clients and their individual affiliate partners and educate them on what features would be beneficial for individual partners in line with their current business operating model.
Communicate and escalate appropriately across teams to ensure client needs are met.
Provide valuable user stories to the Software development team.
Develop professional long-term business relationships with affiliate accounts.
Develop, maintain, and strengthen relationships both internal and external.
Consistently look for ways to improve current processes or introduce new approaches that will contribute to the client's success.
Travel to visit local clients to troubleshoot as needed
Support on ad-hoc projects as they come up for local Hawaii market specifically regarding affiliate dashboards and ALS connections, with an upfront expectation of up to 1d/week
Contribute to the FareHarbor help documentation.