Product Support Analyst I

About the Role

The Product Support Analyst I is responsible for the analysis, replication, and resolution of problems ranging from simple to high complexity. This role serves as Frontline Support for customers hosted in the Sabre reservations system and utilizes Sabre's broad portfolio of solutions.

Key Responsibilities

• Under direct supervision, conducts logical analysis of customer issues and drives their resolution.
• Researches and validates application functionality to aid customers in understanding product features and outputs.
• Provides Technical support through various communication channels using advanced software and diagnostic tools.
• Recommends best business practices to customers regarding application usability and system maintenance.
• Acts as a liaison between different internal teams to ensure prompt resolution.
• Works collaboratively in a team environment with advanced support teams, account managers, implementation, and development resources.
• Communicates effectively in written and spoken English with co-workers and customers globally.
• Ensures that customer needs are satisfied.
• Evaluates the impact of issues on the customer and escalates as needed.
• Acts as the lead interface with customers, internal or external, regarding support for Sabre products.
• Delivers a high level of customer service and satisfaction.
• Demonstrates excellent teamwork, interpersonal skills, and commitment.
• Demonstrates a sense of urgency for sensitive issues.
• Supports operations across multiple shifts, including weekends and holidays, as required.

Requirements & Tech Stack

• Analytical and troubleshooting skills
• Time management and priority setting skills
• Teamwork skills
• Ability to work under pressure and handle complexity
• Proficient English written and oral communication skills
• Organization and ability to multi-task
• Customer service skills
• Experience with advanced software and diagnostic tools
• Experience working in a high-speed multitasking environment
• Adherence to defined service level agreements

Qualifications

• Graduate
• Technical experience desired
• Professional fluency in written and spoken English

Nice to Have

• Travel/Airline Industry background
• Experience with travel distribution/reservation systems (e.g., Sabre, Galileo, Amadeus)
• Experience with ITIL, XML, SQL, API, Programming
• Experience using Salesforce CRM tool