Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world’s largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.
General Job Description:
Responsible for the analysis, replication, and resolution from simple to high complexity problems, providing advanced support to airline customers hosted in the SabreTicketingsystem.
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 resolutionofsimple to complex customer issuesproviding advanced support to Airline customers hosted in the SabreSonic system.
Provides initial support through different communication channels(Phone &Sabre Hub)using advanced software and diagnostic tools toboth,application front and back-end, as well as recommends best business practices to customers onthe applicationusability 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 workunder pressureand handling complex situations.
Actsas the lead interface with the customer, internal or external, regarding support on our products.
Delivers the highest level of customer service and satisfaction while continuouslydemonstrating 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 interfacetoinvestigate 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 withAccount managers,Implementation andDevelopment 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.
Responsible, together with the assistance of the Account Team, for the prioritization of escalated Cases/JIRAs, working with Development and Product Management teams on that process.
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 establishedteamKPI targets, align andcontribute to achieveorganization goals.
On-call duties may be required.
Contribute to the development of ProductSupportAnalysts(Level 1 team)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 HostTKTskills
Knowledge of Web Services /APIrequired
Knowledge intechnical languages as XML, SOAP, REST or HTML.
Good troubleshooting / investigation skills and ability to think outside the box.
Experience in Support /Customerfacingrole ispreferred
Airlinedomainexperience is a plus
Professional fluency inEnglish,written and oral communication skills
Experience using CRMSalesforcetool 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
Proactive attitude to present and/or take over team projects/assignments
Flexibility in working hoursshiftsand weekend On-Call Coverage
Proficiencyin MS officeandSupporttools
Willingnessto travel
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.
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We are 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.
Every day, millions of consumers and employees interact with our technology worldwide. We power mobile apps, airport check-in kiosks, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.
Positioned at the center of travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem – empowering both clients and travelers with greater control and convenience.
Want to learn more? Visit www.sabre.com
