Technical Product Support Specialist I

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.

Job Description

The main tasks associated to this role are:

• Responsible for responding to moderately complex customer inquiries and escalations.

  
  

• Analyzes scenarios using diagnostic tools to identify problem area(s)

  
  

• Responsible foridentifying scenarios where escalations or incident bridges are required, providing all basic information obtained during triage and troubleshooting, keeping teams informed and sharing issue description, technical and business impact.

  
  

• Recommends solutions to internal and external customers.

  
  

• Recommends corrective action by applying technical and analytical skills

  
  

• Interfaces with various other departments including suppliers for resolution of customer inquiries.

  
  

• Acts as a liaison agent between Care, Technology teams, Technical Product Managers and Product Managers handling prioritization discussions and processes enhancements

  
  

• Follows-up and escalates unresolved problems to ensure resolution is accomplished

  
  

• Keeps cases and customers updated, maintaining his/her backlog to the baseline.

  
  

• Tracks contacts to identify trends and provide feedback to internal departments and to customers.

  
  

• Becomes a specialist on specific areas/products related to the role

  
  

• Documents processes for internal and external consumption, as applicable.

  
  

• Supports customer projects and implementations

  
  

• Backs up other Distribution L2 teams if needed.

  
  

Important: The Advanced Support team is made up by Airline Services, System Support, LGS and Data Merge.

This position aims at having a team member that wishes to learn from more than 1 team, which means that he/she mightbe required to change teams based on operations needs.

Training will be provided on all instances, but flexibility will be fundamental.

Job Requirements

• Proficient Sabre host knowledge   

  
  

• Proven experience in analyzing problems, articulating them efficiently and making decisions to solve them.

  
  

• Ability to absorb knowledge easily over a short period of time   

  
  

• Ability to multi-task and work under pressure

  
  

•  Excellent team skills -- ability to work as part of a global team to solve customer issues   

  
  

• Excellent Customer Service skills – possess a “can-do” attitude, ability to interact with internal and external customers in a positive and friendly manner   

  
  

• Excellent communication skills, written and verbal.   

  
  

• Ability to adapt to change and or uncertain scenarios.

  
  

•  Self-Initiative and Self-Motivation   

  
  

• Excellent time management skills

  
  

• Clear sense of urgency

  
  

• Attention to detail 

  
  

• ITIL/ XML/ API/ SQL Programming will be a plus.

  
  

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.