Product Support Analyst I - VIP

Sabre Corporation; India; On-site; INR 300,000 - 540,000; Full time

Job summary

Sabre Corporation in Bengaluru is seeking an enthusiastic Level 1 Product and Customer Support professional to join our global team. You will provide multi-channel support to travel agencies and airlines, resolve issues, and guide users through Sabre software and solutions.

The role emphasizes diagnostic skills, problem solving, and effective communication in English. You will work with cross-functional teams in a 24/7 support operation, ensuring timely, high-quality service and maintaining

Qualifications

• Bachelor's degree or equivalent and a willingness to learn Sabre products.
• Experience with Sabre, Galileo, Amadeus or similar GDS is highly preferred.
• Excellent English written and spoken communication.

Responsibilities

• Respond to customer inquiries and analyze problems using diagnostic tools.
• Provide product and technical support for Sabre software via multiple channels.
• Coordinate with internal teams to resolve issues and ensure customer satisfaction.

Skills

GDS knowledge

Multichannel support

English fluency

Troubleshooting

CRM tools (Salesforce)

ITIL/XML/API/SQL basics

Education

Bachelor's degree or equivalent

IATA/UFTAA diploma as plus

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].