Product Support Trainer - Customer Service & Technical Support

sabre; Kraków; Hybrid; PLN 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work mode

Paid time off

Year-End-Break

Paid parental leave

Paid volunteer time

Luxmed medical coverage

Job summary

Sabre is seeking a Product Support Trainer for its global Customer Service and Support team in Kraków. You will deliver technical training for new hires and customers, and partner with engineering, support, and delivery analysts to translate documentation into curricula.

The role requires clear communication, strong organization, and the ability to manage complex situations under pressure, with hybrid work and paid time off benefits.

Qualifications

• High School diploma or university status/degree.
• Proficiency in written and spoken English.
• Experience with ITIL framework, XML, SQL and API programming.
• Strong time management, priority setting, organizational and multi-tasking skills.
• Analytical, troubleshooting, teamwork and customer service abilities.

Responsibilities

• Conduct technical training courses for onboarding new employees and customers.
• Develop course specifications, lesson plans and curricula from technical documentation.
• Create and maintain virtual learning material, quizzes, assessments and presentations.
• Evaluate trainee performance and follow up on practical applicability of material.
• Provide multi-channel customer service and technical support across relevant teams.

Skills

English proficiency

ITIL

XML

SQL

API programming

Time management

Organization

Multitasking

Analytical skills

Troubleshooting

Teamwork

Customer service

Pedagogical ability

Motivation

Interpersonal skills

Education

High School diploma

University student status

University degree

Tools

Salesforce CRM

Sabre / Galileo / Amadeus

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.

We are seeking a Product Support Trainer - Customer Service & Technical Support to join our global Customer Service and Support team , where innovation knows no borders. The service and support team maintains direct contact with customers pre-sale and post-sales to ensure delivery of overall company and support objectives while building positive customer relations across channels including telephone, email, chat and social media. With an inclusive culture and flexible work environment, we work together with boldness, curiosity and commitment so we can all win together.

As a Product Support Trainer - Customer Service & Technical Support, you will conduct technical training courses for new employee onboarding, product and procedure adjustments, and potentially customers. You will partner with technical support, manufacturing and Product Delivery Analysts to turn software documentation and field requirements into up-to-date curricula. This role requires clear communication, strong organization and the ability to manage complex situations under pressure.

What you'll do

• Conduct technical training courses in classroom lectures and laboratory sessions for onboarding new employees, product adjustments and external customers as needed.
• Partner with engineering, technical support, manufacturing and Product Delivery Analysts to develop course specifications, lesson plans and updated curricula from technical documentation.
• Create, edit and maintain virtual learning material, quizzes, assessments and presentation decks assigned through the LMS.
• Evaluate student performance for designated post-training periods and follow up to determine the practical applicability of course material.
• Provide multi-channel customer service and generalist technical support across product support specialist, product support analyst, technical support, customer service and sales support functions.

What you'll bring

Required qualifications

• High School diploma, University student status or University degree.
• Proficiency in written and spoken English.
• Practical experience or proficiency with ITIL framework, XML, SQL and API programming.
• Strong time management, priority setting, organizational and multi-tasking skills with the ability to work under pressure and adapt to modifications on the fly.
• Proven analytical, troubleshooting, teamwork and customer service skills alongside effective teaching or pedagogical ability.
• Motivation and interpersonal skills.

Preferred qualifications

• Additional language communication skills.
• Technical experience.
• Travel industry background, with airline background preferred.
• Hands-on experience with travel distribution or reservation systems such as Sabre, Galileo or Amadeus.
• Experience using the Salesforce CRM tool.

Work arrangements

• Hybrid working mode; 3 chosen days from the office in a week
• Flexible working hours: Maintain your work-life balance by adjusting your working hours to your needs
• Paid time off
• Year-End-Break: enjoy additional fully paid days off during the last week of the year
• Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies.
• Paid volunteer time: take up to 4 days annually to give your time to a charitable organization of your choice

Your money

• My Benefit platform/Multisport card: enjoy the benefit cafeteria system and use popular sport card
• Tax deduction: take the opportunity to claim deductible costs, reducing your income tax
• Employee Capital Plans: profit from long-term saving scheme co-financed by Sabre and the State Treasury
• Baby Bonus: benefit from one-time allowance on childbirth or adoption
• Say Thanks program: collect points on recognition program and transfer them to wide variety of gifts and services

Health and wellness

• Luxmed medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services
• Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package
• Employee Assistance Program: find help in free, confidential program with a certified counsel
• Mindfulness & meditation apps: take care of your mental and physical health
• Life insurance: sign up for free, high coverage life insurance program

Career development

• Professional development: access to e-learning platfo