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Radixx Team Lead
hace 3 semanas
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
Team Description
Sabre is looking to hire a Technical Team Lead to guide, train and mentor our Radixx Product Support team. You will provide technical direction to internal teams and external customers while working in collaboration with our engineering teams in order to resolve complex issues. In addition, you will be responsible for quality assurance and technical coaching of L1/L2 (level 1 and 2) support team members by delivering mentoring sessions and product specific trainings to increase product knowledge and customer service skills. We are looking for an analytical leader excited about developing new technical procedures in order to drive efficiencies. This Lead will participate in Product Success forums and present to Radixx leadership.
This position requires mínimal on-call duties.
Role and Responsibilities
What will you achieve?- L2 INK support lead resource: specialized customer facing and internal escalation role aiming to support Radixx Go/INK products.- Operationally focused on processing case volumes through triaging, prioritization, and knowledge transfer.- Helps support and resolve critical escalations.- Collaboration with key stakeholders across TEO, Engineering, PSCS, Sales/Account teams as needed.- Understanding of customer and market importance to help prioritize.- Attend internal meetings representing INK/GO expertise.- Helps build GO/INK knowledge repository for internal and external consumption.- Knowledge of API integration into Radixx eco system.- Continuous learning across other key Radixx/Sabre products and solutions, must learn RES and Ezy.- Available and accessible on call outside of agreed core hours as required by criticality of issue.- May hold scheduled calls with customers to review Cases status and prioritization.- 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.
Qualifications and Education Requirements
Must Have Skills:
- Good troubleshooting / investigation skills and ability to think outside the box.- 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.- Ability to learn, share and create knowledge.- Sabre technology domain knowledge desired but not mandatory.- Computer/IT degree either technical or university, or commensurate experience requiredPerks/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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