Product Support Analyst I

4026 Sabre Travel Technologies; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Sabre Travel Technologies in Bengaluru, India, is seeking a Level 1 Product Support Analyst. You will analyze customer issues, validate product functionality and coordinate with cross-functional teams to ensure prompt resolution. Strong English communication and multitasking are essential for this role.

The position involves shifts, including weekends/holidays, and requires a graduate with good time management and customer service skills. Knowledge of travel systems is a plus.

Qualifications

• Bachelor's degree or equivalent.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal English communication.
• Able to multi-task and work under pressure in a global team.
• Experience with travel distribution/reservation systems is a plus.

Responsibilities

• Under supervision, analyze and drive resolution of customer issues.
• Research and validate applications to aid customers in understanding product functionality.
• Collaborate with support teams, account managers and dev resources to meet expectations.
• Communicate effectively in English with worldwide customers and colleagues.
• Manage daily responsibilities with strong time management and prioritization.
• Elevate issues when needed and act as lead interface with customers and teams.
• Deliver high-level customer service and teamwork.

Skills

Analytical thinking

Time management

Teamwork

Communication skills

Multi-tasking

English fluency

Education

Bachelor's degree

Tools

XML

SQL

API usage

Salesforce CRM

Sabre API

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 Analyst Job Description

Responsible 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 elevate 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 have Travel/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 English

Reasonable Accommodation

Sabre is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Sabre position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Sabre at [e-mail]. Determinations on requests for reasonable accommodation will be made on a case‑by‑case basis.

Equal Employment Opportunity

Sabre is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans and disabled individuals. EEO IS THE LAW