Job Description

Job Family: Technical Support

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey!

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Responsible for the analysis, replication, and resolution from simple to high complexity problems, providing advanced support to airline customers hosted in the Sabre reservations system.

Provides Technical support through different communication channels 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.

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 (SLAs).

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 & e-Service) 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 escalate 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.

Researches and validates application, back-end, 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 the customer's need and within organizational expectations.

Recognizes repetitive customer issues to facilitate the development of quality products.

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 KPI targets tied to yearly DPM objectives.

On-call duties may be required.

Contribute to the development of Product Analysts by assisting them with their daily work (mentoring).

May participate in customer visits and cutover support efforts.

Requirements:

Bachelor's degree or equivalent technical experience

Strong SabreSonic Host 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 preferred

Airline domain experience is a plus

Professional fluency in English, written and oral communication skills

Experience using CRM 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

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process. Join our life community at Sabre by following us on Twitter, Facebook and LinkedIn.

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