Product Support Analyst I

1 Month ago • All levels • Product Management

Job Summary

Job Description

Sabre is a technology company that powers the global travel industry, creating innovative solutions for a connected ecosystem. The service and support team maintains direct customer contact, handling pre-sale and post-sales interactions via telephone, email, chat, and social media. Responsibilities include supporting the sales team, ensuring client expectations are met, collaborating with departments to achieve sales goals, and conducting technical training. This role provides post-sale technical support, including installation, troubleshooting, problem resolution, and maintenance of products and services, encompassing functions like product support, systems integration, technical support, customer service, and sales support.
Must have:
  • Customer service via phone, email, chat, social media
  • Support sales team and maintain positive customer relations
  • Meet contractual obligations and client expectations
  • Work with departments to meet sales goals
  • Conduct technical training for customers/employees
  • Post-sale technical support and problem resolution
  • Proficient English and Spanish communication
  • Analytical and troubleshooting skills
  • Excellent customer service skills
  • Experience with travel reservation systems
Good to have:
  • Travel Industry background
  • Experience with Sabre, Galileo, Amadeus
  • ITIL/XML/SQL/API Programming experience
  • Experience with Salesforce CRM tool

Job Details

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.

Service and Support General Job Description (MUST BE EDITED FOR SPECIFIC JOB POSTING):

Team Description

The service and support team maintains direct contact with customers pre-sale or post-sales or both.

Role and Responsibilities:

  • Customer service includes communication via telephone, email, chat or through other social media platforms
  • Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s)
  • Ensures delivery of objectives and client expectations are met in accordance with contractual obligations
  • Work with various departments to meet maintenance services sales goals, receive and understand accurate account of equipment failures
  • Conduct technical training courses for customers and/or employees in the use of complex situations for multiple products
  • Interact with customer and functional organizations to develop specifications for content of courses
  • Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
  • Responsibilities are within the technical customer support function as a generalist or in a combination of disciplines:
    • product support specialist
    • product support analyst
    • systems integration engineer
    • technical support
    • customer service
    • customer training
    • sales support


Qualifications and Education Requirements:

  • Minimum High School diploma, University student or 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 and Spanish 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
  • Travel Industry background is desired.
  • Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)
  • ITIL/ XML/ SQL/ API Programming
  • Experience using Salesforce CRM tool

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.

#LI-Hybrid#LI-SG1

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