Product Support Analyst I - VIP

Sabre; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Sabre Bangalore—Powering multi-channel product and customer support for travel partners. You’ll resolve Sabre software issues, use diagnostic tools, and provide guidance to travel agencies and airlines across the globe.

Join a global, multicultural team delivering Sabre solutions via phone, chat, web-case, and callbacks. Requires English fluency, remote troubleshooting ability, and a 24/7 shift readiness to support a worldwide customer base.

Qualifications

• Prior GDS knowledge (Sabre, Galileo, Amadeus) and travel industry knowledge is highly expected.
• Experience in software, hardware technical support and trouble shooting.
• Experience with CRM tools such as Salesforce is desirable.
• Ability to analyses, identify key problems, articulate them efficiently and make decisions to solve issues.

Responsibilities

• Respond to customer inquiries, analyzing problems using diagnostic tools and recommending solutions to customer questions. relating to a Sabre HOST and a broad set of Solutions and its Functionalities.
• Utilizes technical and analytical skills to solve hardware, software, and network configuration problems.
• Installation and troubleshooting of Sabre provided applications.
• Interfaces with customers, internal departments, and vendors to identify their needs and establish hardware, software, and network requirements.
• Performs Product and Technical Support functions and provides routine support to Travel Agencies and Airline Customers in accordance with the set service standards.
• Provide Product and Technical Support of Sabre Products via Phone, Call-Back, Chat and Web-Case on a 24/7 Support Operation.

Skills

GDS knowledge

Travel industry knowledge

Remote troubleshooting

Multi-channel support

CRM tools

Education

Bachelor's degree or equivalent

Tools

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 AND CUSTOMER SUPPORT

Based in Bangalore India Great place to work. Great place to grow.

For people interested in technology and for those with expertise in tourism. We provide multi-skilled, multilingual, cross-functional support to our business partners.

Every day we assist Travel Agencies and Airlines around the world to resolve issues related to the Sabre software and Solutions Portfolio. We analyses problems, recommend corrective actions to Travel Agents and Airline Customers in collaboration with internal teams.

Product & Customer Support is a modern organization focused on customers and building good relations with Sabre business partners. Our employees are a truly global and multicultural team. If you join us, you’ll provide Sabre customers with awesome customer service related to our products and play a key part in building long-lasting relationships with them.

This includes responding to customer inquiries, analyzing problems, using diagnostic tools, and recommending solutions to customer application questions. We provide product and technical support of Sabre Portfolio of Products via Phone, Call-Back, Chat and Web-Case.

Key Responsibilities:

• Reports directly to the 1st Level Support Supervisor.
• Respond to customer inquiries, analyzing problems using diagnostic tools and recommending solutions to customer questions. relating to a Sabre HOST and a broad set of Solutions and its Functionalities.
• Utilizes technical and analytical skills to solve hardware, software, and network configuration problems.
• Installation and troubleshooting of Sabre provided applications.
• Interfaces with customers, internal departments, and vendors to identify their needs and establish hardware, software, and network requirements.
• Performs Product and Technical Support functions and provides routine support to Travel Agencies and Airline Customers in accordance with the set service standards.
• Provide Product and Technical Support of Sabre Products via Phone, Call-Back, Chat and Web-Case on a 24/7 Support Operation.
• Records all received contacts (Phone, Web-Case, Chat and Call-Back) in prescribed formats in CRM tool(s).
• 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.
• Ensure that customer needs are met.
• Must have the ability to evaluate the impact of the issue on the customer and escalate issues.
• Act as the lead interface with the customer, internal or external, regarding support of our products
• Good time management and priority setting skills are required to be able to manage daily responsibilities and own technical development and growth.
• Demonstrate sense of urgency for sensitive issues.
• Ensure to deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
• Performs ad-hoc tasks assigned by the Leaders, Supervisors, Team Leads or Seniors i.e., onsite support, floor walking, handling special projects etc.

Job Requirements:

• Prior GDS knowledge (Sabre, Galileo, Amadeus) and travel industry knowledge is highly expected.
• Experience in software, hardware technical support and trouble shooting.
• Experience in remote troubleshooting.
• Experience with CRM tools such as Salesforce is desirable.
• Ability to analyses, identify key problems, articulate them efficiently and make decisions to solve issues.
• Excellent interpersonal and teamwork skills.
• Experienced in providing customer support using available multi channels: Call-back, Phone, Web-Case, Email and Chat.
• Ability to extend knowledge in area of new technologies.
• ITIL/ XML/ API/ SQL Programming will be a plus.
• Bachelor's degree or equivalent desired.
• Diploma in basic IATA /UFTAA standard course will be a plus.
• Able to work in 24x7 shift model supporting a global customer base.
• Language Skills: Professional fluency in written and spoken English is a must.

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

Technical Assistance For technical assistance with this career site, send an email to [e-mail].