Product Support Analyst I

Sabre; Bengaluru; On-site; INR 420,000 - 700,000; Full time

Job summary

Sabre in Bengaluru is seeking a Level 1 Product Support Analyst to analyze and resolve issues in the Sabre reservations ecosystem. You will act as a frontline liaison, researching technical problems and guiding customers to understand product functionality.

The role requires graduate-level education, strong English communication, and the ability to work across multiple shifts. ITIL, XML, SQL, API experience, and Salesforce familiarity are beneficial.

Qualifications

• Graduate with technical inclination.
• Proficient English communication (written and spoken).
• Experience or familiarity with travel distribution/reservation systems is a plus.

Responsibilities

• Analyze customer issues and drive resolution.
• Research and validate applications to aid customer understanding of product functionality.
• Collaborate with support, account management, implementation and development teams to resolve maintenance issues.
• Communicate effectively with customers and internal teams across time zones.
• Manage daily responsibilities, prioritize tasks and escalate issues when needed.
• Provide superior customer service and maintain service levels across shifts, including weekends and holidays.

Skills

Analytical thinking

Troubleshooting

Customer service

English proficiency

Education

Graduate

Tools

ITIL

XML

SQL

API

Salesforce

Job description

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world’s largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.Level 1 Product Support AnalystJob DescriptionResponsible 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. This position will support operations across multiple shifts, including weekends and holidays as required.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 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 haveTravel/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 EnglishWe 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.