Product Support Analyst

Sabre; Colombia; On-site; COP 20,000,000 - 34,000,000; Full time

Job summary

Sabre in Colombia seeks a customer support specialist to respond to routine inquiries, analyze issues with diagnostic tools, and propose corrective actions. You will log problems for reporting and escalate unresolved cases to ensure timely resolution.

You will maintain positive customer relations through outstanding service, coordinate with internal teams to handle requests promptly, and work in a 24/7 environment with flexibility for shifts including weekends.

Qualifications

• Experience in providing customer support.
• Advanced English communication (Oral and Written).
• Strong customer service focus and problem-solving ability required.
• Good computer software skills and Internet capabilities.
• Ability to work independently as well as in a team.
• Flexibility in working hours. Ability to work different shifts in a 24/7 environment which may include weekends.

Responsibilities

• Respond to routine customer inquiries regarding products under direct supervision.
• Analyze problems using diagnostic tools to identify problem areas and recommend corrective action.
• Maintain log of problems for reporting to product development and for trend analysis.
• Follow up and escalate unresolved problems to ensure resolution is accomplished and track calls to provide feedback.

Skills

Customer support

Advanced English

Customer service

Computer skills

Independent work

Shift flexibility

Job description

Under direct supervision, responsible for responding to routine customer inquiries regarding products. Analyzes problems using diagnostic tools to identify problem areas and recommend corrective action. Recommends solutions to customer application questions. Maintains log of problems so that recurring problems can be reported to product development. Follows-up and escalates unresolved problems to ensure resolution is accomplished and tracks calls to identify trends and provide feedback to internal departments and to customers.

Role and Responsibilities

Provide support to customer applications questions and analyzes potential issues using diagnostic tools and recommending corrective actions

Develop and maintain positive customer relations by delivering outstanding customer service

Coordinate with various functions within the Company to ensure customer requests are handled appropriately and in a timely manner.

Qualifications and Education Requirements

Experience in providing customer support

Advanced English communication (Oral and Written)

Strong customer service focus and problem-solving ability required

Good computer software skills and Internet capabilities

Ability to work independently as well as in a team

Flexibility in working hours. Ability to work different shifts in a 24/7 environment which may include weekends (periodical shift biddings)

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process.