Product Support Analyst

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 analyse 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, youll 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, analysing 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 analyse, 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.
• Professional fluency in written and spoken skills in one of the following languages will be an added advantage: French, German, Spanish, Italian, Portuguese, Cantonese, Mandarin, Japanese, Thai and Arabic Role & responsibilities

Preferred candidate profile

Perks and benefits