Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.
Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.
Simply put, we connect people with moments that matter.
Level 1 Product Support Analyst I
Job Description
Responsible for the analysis, replication and resolution from simple to high complexity problems, follow up of incoming Cases serving as Frontline Support customers hosted in the Sabre reservations system and using our broad portfolio of Solutions.
Provides Technical support through different communication channels using advanced software and diagnostic tools, as well as recommends best business practices to customers on the application usability and system maintenance.
Acting as a liaison between different internal teams ensuring a prompt resolution is achieved while working in a high-speed multitasking environment. Shows a high sense of urgency for sensitive issues and ensures the right level of communication is maintained with internal and external teams according to the appropriate defined service level agreements.
Responsibilities:
• Under direct supervision, conducts logical analysis of customer issues and drive its resolution.
• Researches and validates application to aid customers in understanding product functionality and outputs.
• Works collaboratively in a team environment with advanced support teams, account managers, implementation and development resources to meet customer expectations regarding the resolution of maintenance issues
• Communicates effectively in written and spoken English with co-workers and customers around the world.
• Strong time management and priority setting skills are required to be able to manage daily responsibilities and own technical development and growth.
• Ensures that customer needs are satisfied. Must have the ability to evaluate the impact of the issue to the customer and escalate issues. Act as the lead interface with the customer, internal or external, regarding support on our products.
• Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
• Demonstrate sense of urgency for sensitive issues.
Job Requirements
• Graduate. Technical experience strongly desired.
• Demonstrates good time management and priority setting skills.
• Demonstrates effective teamwork skills.
• Demonstrates ability to work under pressure and handling complexity.
• Proficient English written and oral communication skills.
• Must be organized, able to multi-task and work in all areas as needed.
• Proven Analytical and troubleshooting skills.
• Excellent customer service skills.
Nice to have
- Travel/Airline Industry background is desired. Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)
- ITIL/ XML/ SQL/ API/SQL/Programming.
- Experience using Salesforce CRM tool.
Language
Professional fluency in written and spoken English
We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.
Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.
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What We Do
We are a software and technology company that powers the global travel industry. With decades of revolutionary firsts, our team of experts drive innovation and ingenuity in the industry. Today, we are creating a new marketplace for personalized travel. We partner with airlines, hoteliers, agencies and other travel partners to retail, distribute and fulfill travel. We are committed to helping customers operate more efficiently, drive revenue and offer personalized traveler experiences with next-generation technology solutions. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Sabre's technology powers the nearly US$8 trillion travel industry. Our technology and data-driven solutions help our airline, hotel, travel agency and corporate customers grow their businesses and transform the traveler experience. The scale, breadth and depth of our technology is unmatched and sustains a complex industry. We provide an open and stable platform to deliver flexible, reliable and scalable solutions. Over the years, we have shaped and modernized the travel industry. We pioneered online travel agencies, corporate booking tools, revenue management, and web and mobile itinerary tools, to name a few. Our travel marketplace transacts more than US$120 billion of travel spend per year. And we are the world’s largest provider of airline and hotel technology. We have been named to the InformationWeek 500 list of the most innovative technology companies for 11 consecutive years. And InformationWeek named Sabre seventh on its list of the “Greatest Software Ever Written.”
