Product and Customer Support Representative (Level 1)

Sabre; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Collaborative environment

Exposure to travel tech

Growth opportunities

Job summary

Sabre in Bengaluru seeks a Product and Customer Support Representative (Level 1) to deliver high-quality, multi-skilled support to Travel Agencies and Airlines worldwide from the Bangalore office. You will analyze technical issues, recommend corrective actions, and resolve inquiries related to the Sabre software and solutions portfolio.

Roles cover customer support via multiple channels, diagnostic troubleshooting, software installation, CRM case management, and cross-functional collaboration

Qualifications

• Global GDS experience and travel industry knowledge required.
• Strong software/hardware support, network config and remote troubleshooting skills.
• Proven omnichannel support across multiple communication channels.
• Willingness to work a 24/7 shift model for international clients.
• Fluent written and spoken English.
• Bachelor-level education or equivalent practical experience.

Responsibilities

• Respond to inquiries via phone, callback, chat and web-case in a 24/7 framework.
• Diagnose and resolve Sabre software/hardware issues with diagnostic tools.
• Install and troubleshoot Sabre-provided applications.
• Record and manage customer interactions in CRM systems (e.g., Salesforce).
• Collaborate with advanced support, account managers and developers.
• Assess issue impact, escalate urgent cases, and be the main contact for resolution.
• Support leadership on ad-hoc tasks, onsite visits, and team projects.

Skills

GDS knowledge

Technical support

Omnichannel support

24/7 shift flexibility

English communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

ITIL

XML

APIs

SQL

Job description

Job Title: Product and Customer Support Representative (Level 1)

Location: Bangalore, India

Employment Type: Full-Time | 24/7 Shift Model

About the Role

Join a modern, global, and multicultural organization at the forefront of travel technology. Based in our Bangalore office, you will deliver high-quality, multi-skilled support to Travel Agencies and Airlines worldwide. In this role, you will analyze technical issues, recommend corrective actions, and resolve inquiries related to the Sabre software and solutions portfolio.

Key Responsibilities

• Customer Support: Respond to inquiries via Phone, Call-Back, Chat, and Web-Case across a 24/7 support framework.
• Technical Troubleshooting: Analyze and resolve hardware, software, network configuration, and Sabre HOST solution issues using specialized diagnostic tools.
• Software Management: Handle the installation and troubleshooting of Sabre-provided applications.
• Case Management: Accurately record and manage all customer interactions within CRM systems (e.g., Salesforce).
• Cross-Functional Collaboration: Partner with advanced support teams, account managers, implementation groups, and developers to resolve maintenance issues efficiently.
• Escalation & Prioritization: Evaluate the business impact of reported issues, elevate urgent cases, and act as the primary point of contact for customer resolution.
• Special Projects: Assist leadership with ad-hoc operational tasks, including onsite support, floor walking, and specialized team projects.

Requirements & Qualifications

Essential:

• Industry Knowledge: Prior experience with a Global Distribution System (GDS) like Sabre, Amadeus, or Galileo, alongside travel industry domain expertise.
• Technical Experience: Practical experience in software/hardware technical support, network configuration, and remote troubleshooting.
• Omnichannel Support: Proven track record supporting global customers via call-back, phone, chat, email, and web-case.
• Operational Flexibility: Ability to work flexibly within a 24/7 shift model supporting international clients.
• Communication: Professional fluency in written and spoken English.
• Education: Bachelors degree or equivalent practical experience.

Desirable Skills (Plus Factors):

• Familiarity with CRM tools (e.g., Salesforce).
• Knowledge of ITIL frameworks, XML, APIs, or basic SQL.
• Diploma in IATA / UFTAA standard courses.

What We Offer

• A collaborative, high-growth environment for tech and tourism enthusiasts.
• Exposure to cutting-edge travel technology solutions.
• Continuous learning and professional growth opportunities.