Technical Product Support Specialist I

Sabre; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Sabre Bengaluru, India seeks a customer-support professional to troubleshoot and resolve SabreSonic issues for Airline customers. You will provide frontline assistance via Phone and Sabre Hub, document incidents in Salesforce, and collaborate with Account managers and Development teams to deliver reliable service.

Ideal candidates have strong SabreSonic Host/TKT skills, knowledge of Web Services, XML/SOAP/REST/HTML, and a proactive, team-driven approach with willingness to travel as needed.

Qualifications

• Bachelor's degree or equivalent technical experience.
• Strong SabreSonic Host/TKT skills.
• Knowledge of Web Services / API required.
• Knowledge of XML, SOAP, REST or HTML.
• Good troubleshooting and investigation skills.
• Experience in a Support/Customer facing role is preferred.
• Airline domain experience is a plus.
• Fluency in English, written and verbal.

Responsibilities

• Under general supervision, conducts logical analysis, replication, and resolution of customer issues for SabreSonic system.
• Provides initial support through phone and Sabre Hub channels with diagnostics and best practices.
• Monitors and resolves customer-reported issues and assesses impact.
• Acts as lead interface with customers regarding product support.
• Delivers high-quality customer service and teamwork.
• Researches and validates technical issues to aid customer understanding.
• Maintains understanding of the UI to investigate queries.
• Creates and maintains Salesforce Case IDs with proper incident documentation.
• Performs problem replication in Sabre hosted environment as triage/escalation.
• Collaborates with Account managers, Implementation and Development teams.
• Manages priorities with vendors to deliver integrated solutions.
• Identifies repetitive issues to inform product improvements.
• Prioritizes escalated cases/JIRAs with team, development, and product teams.
• Contributes value-added services and ideas to customers.
• Ensures customer needs are satisfied with urgency; escalates when needed.
• Participates in status reviews of cases and defect trackers.
• Meets team KPI targets and may perform on-call duties.
• Mentors Level 1 team members and may assist in customer visits and cutover support.

Skills

English communication

Customer facing

Team collaboration

Proactive attitude

Willingness to travel

Education

Bachelor's degree or equivalent

Tools

SabreSonic Host/TKT

XML

SOAP

REST

HTML

Salesforce CRM

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.

General

Responsibilities:

• Under general supervision, conducts logical analysis, replication, and resolution of simple to complex customer issues providing advanced support to Airline customers hosted in the SabreSonic system.
• Provides initial support through different communication channels (Phone & Sabre Hub) using advanced software and diagnostic tools to both, application front and back-end, as well as recommends best business practices to customers on the application usability and system maintenance.
• Monitors and resolves the issues that are reported by the customer. Must have the ability to evaluate the impact of the issue to the customer and elevate issues. Ability to work under pressure and handling complex situations.
• Acts as the lead interface with the customer, internal or external, regarding support on our products.
• Delivers the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
• Researchers and validates application, backend, or technical issues to aid customers in understanding product functionality and outputs.
• Develops a thorough understanding of the suite user interface to investigate customer queries and issues.
• Responsible to create and maintain Salesforce Case IDs ensuring data integrity and keeping record of all customer interaction with the Help Desk through proper incident documentation.
• Performs problem replication in Sabre hosted environment as part of triage and escalation procedures.
• Works collaboratively in a team environment with Account managers, Implementation and Development resources to meet customer expectations regarding the resolution of maintenance issues / service requests.
• Manage efforts of company, customer, and third-party vendors to ensure that an integrated solution is provided to meet customers need and within organizational expectations.
• Recognizes repetitive customer issues to facilitate the development of quality products.
• Responsible, together with the assistance of the Account Team, for the prioritization of escalated Cases/JIRAs, working with Development and Product Management teams on that process.
• Makes a conscious effort to contribute value-added services and ideas to our customers.
• Ensures customer needs are satisfied, demonstrating a high sense of urgency. Proper problem impact assessment and escalates if necessary.
• May hold scheduled calls with customers to review status of Salesforce Cases and prioritization/status review of defect trackers.
• Consistently meets established team KPI targets, align and contribute to achieve organization goals.
• On-call duties may be required.
• Contribute to the development of Product Support Analysts (Level 1 team) by assisting them with their daily work (mentoring).
• May participate in customer visits and cutover support efforts.

Requirements:

• Bachelors degree or equivalent technical experience
• Strong SabreSonic Host/TKT skills
• Knowledge of Web Services / API required
• Knowledge in technical languages as XML, SOAP, REST or HTML.
• Good troubleshooting / investigation skills and ability to think outside the box.
• Experience in Support /Customer facing role is prefer red
• Airline domain experience is a plus
• Profissional fluency in English, written and oral communication skills
• Experience using CRM /Salesforce tool is desired
• Ability to work in a team environment with high level of autonomy.
• Ability to present to present technical information or reports in a friendly language.
• Must be organized and able to multi-task and work in all areas as needed
• Proactive attitude to present and/or take over team projects/assignments
• Flexibility in working hours/shifts and weekend On-Call Coverage
• Proficiency in MS office and Support tools
• Willingness to travel

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.