Product Support Analyst

hace 5 meses

Montevideo, Uruguay Sabre A tiempo completo

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

**Job Description**:
Responsible for the analysis, replication and resolution from simple to high complexity problems, follow up of incoming Cases serving as Frontline Support for Airlines and Agencies hosted in the Sabre reservations system and using our broad portfolio of Solutions.

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.

**Responsibilities**:

- Under direct supervision, conducts logical analysis of customer issues and drive its resolution.
- 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.

Job Requirements
- High School diploma, University student or 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.

Nice to have
- Travel Industry background is desired. Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)
- ITIL/ XML/ SQL/ API/SQL/Programming.
- Experience using Salesforce CRM tool.

Language
- Professional fluency in written and spoken English.
- A third language, Portuguese, French, Italian or any other European language, will be considered a plus.

Perks & Benefits
- Work in modern Zonamerica campus alongside all the amenities it has to offer
- Annual Performance bonus plans
- Development opportunities in country or globally
- We offer a competitive private health insurance for employees and eligible children
- Extra Paid Time Off (5 extra days each year)
- 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) plus up to 1 year maternity shifts
- Daily meal allowance
- Life Insurance
- Corporate Social Responsibility opportunities
- Recognition and acknowledgement programs
- Fun employee engagement and development events

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

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