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Senior Product Support Specialist

hace 2 semanas

Montevideo, Uruguay Sabre A tiempo completo

**Job Title**:Senior Product Support Specialist**:
**Location**:
ZonAmerica, Montevideo, UY

Remote Options (if applicable): Flexible remote options

**Req ID**: 58766

**Job Family**: Production and Project Management

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
- Under general supervision, conducts logical analysis of complex customer issues and management information requirements associated with a specific suite of products.
- Develops a thorough understanding of the suite user interface in order to investigate customer queries and issues.
- 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.
- Recognizes repetitive customer issues to facilitate the development of quality products.
- Communicates effectively in written and spoken English with co-workers and customers around the world.
- Responsible for successful completion of training provided by the company on the designated product suite of support.
- Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
- Makes a conscious effort to contribute value-added services and ideas to our customers.
- Demonstrates effective teamwork skills.
- Consistently meets established KPI targets tied to yearly DPM objectives.
- Shows basic proficiency using Salesforce
- 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. Act as the lead interface with the customer, internal or external, regarding support on our products.
- Ensures that approved methods, processes, and tools are consistently used.
- Ensures that customer needs are satisfied by providing specific product support. 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
- Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
- May hold scheduled calls with customers to review Service request status and prioritization.
- On-call duties will be required.
- Demonstrate sense of urgency for sensitive issues.
- Participate in customer visits and cutover support.
- Collaborate in drafting and reviewing customer communications.
- Contribute to the development of Product Analysts by assisting them with their daily work (mentoring)
- Show a passion for the revenue management domain/ Fares Management and ability to become a domain expert while training others

**Job Requirements**:

- Bachelor's degree or equivalent technical/industry experience strongly desired.
- Certifications and/or experience with SQL, Unix, Oracle desired. Mongo DB experience/knowledge is a plus.
- Airline Network, Planning & Scheduling Experience is must.
- Strong proven Analytical and troubleshooting skills.
- Airline Industry background is required
- Impeccable customer service skills.
- Demonstrates good time management and priority setting skills.
- Demonstrates effective collaboration skills.
- Demonstrates ability to work under pressure and handling complexity.
- Proficient English written and oral and presentation skills
- Must be willing to travel - 20%.

**Benefits**:

- 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)
- 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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