Product Support Analyst I

Level 1 Product Support Analyst I

Responsible for the analysis, replication and resolution from simple to high complexity problems, follow up of incoming cases serving as frontline support customers hosted in the Sabre reservations system and using our broad portfolio of solutions.

Provides technical support through different communication channels using advanced software and diagnostic tools, as well as recommends best business practices to customers on the application usability and system maintenance.

Acting as a liaison between different internal teams ensuring a prompt resolution is achieved while working in a high-speed multitasking environment. Shows a high sense of urgency for sensitive issues and ensures the right level of communication is maintained with internal and external teams according to the appropriate defined service level agreements.

Under direct supervision, conducts logical analysis of customer issues and drive its resolution. Researches and validates application to aid customers in understanding product functionality and outputs. 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. Communicates effectively in written and spoken English with co-workers and customers around the world. Strong time management and priority setting skills are required to be able to manage daily responsibilities and own technical development and growth. Ensures that customer needs are satisfied. Must have the ability to evaluate the impact of the issue to the customer and escalate issues. Act as the lead interface with the customer, internal or external, regarding support on our products. Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment. Demonstrate sense of urgency for sensitive issues.

Graduate. Technical experience strongly desired. Demonstrates good time management and priority setting skills. Demonstrates effective teamwork skills. Demonstrates ability to work under pressure and handling complexity. Proficient English written and oral communication skills. Must be organized, able to multi-task and work in all areas as needed. Proven analytical and troubleshooting skills. Excellent customer service skills.

Travel/Airline industry background is desired. Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus). ITIL/XML/SQL/API/SQL/Programming. Experience using Salesforce CRM tool.

Professional fluency in written and spoken English.