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Associate Product Specialist

Date: Jul 31, 2019

Location: Bangalore, IN, 560066

Company: Sabre

Req ID: 48819

Job Family: Information Technology/Software Development

 

Operating in 29 markets across Asia Pacific, with over 2000 local staff, serving premium top blue-chip customers in the travel industry - from travel agencies, airlines, hotels, car rentals and insurance providers. Sabre have grown our presence significantly over the years, in order to tap on the immense potential of the world’s fast growing region. Sabre’s end-to-end technologies help create a differentiated portfolio of solutions and services driven by data and insights on how travel business operates in Asia Pacific. We help our travel partners create better customer experiences, optimise business operations and enhance competitiveness. As we continue to grow in the region, our people are AND will always be our biggest asset & investment, where we continue to bring together the best talent and help them achieve their own career aspirations in a truly global company.

Job Description

AirCentre Airport Management product specialists are member of a specialized technical team supporting several Airline Solutions products on a 24/7 operation. Involved in providing second level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting and diagnostics. (Includes on-call work and consistent customer facing interactions during severity conditions)

Responsibilities:

Under general supervision, conducts logical analysis of complex customer issues and management information requirements associated with a specific suite of products.

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 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.

Demonstrates ability to perform all position related tasks and master position requirements in order to earn advancement.

Consistently meets established KPI targets tied to yearly DPM objectives.

Shows basic proficiency using Salesforce CRM tool

Applies technical knowledge which may include Unix/Linux , Windows operating systems. May also require SQL, Oracle and Shell Scripting knowledge to resolve complex software problems.

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 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)

May need to support multiple products

Job Requirements
  • Good understanding of database concepts and working knowledge of SQL
  • Hands-on experience with programming languages such as C++, Java, Visual Basic
  • Bachelor's degree or equivalent technical experience strongly desired.
  • Strong experience in technical troubleshooting is required
  • Airline domain experience is a plus
  • Proficient English written and oral communication skills. Command of a second language would be desired. 
  • Identify problems and be able to determine when appropriate escalation is required
  • Must be willing to travel
  • Experience using CRM tool is desired.
  • Must be organized and able to multi-task and work in all areas as needed.
  • Proven Analytical skills
  • Required: Command prompt knowledge and Window server knowledge
  • Desired: XML language and Webservices knowledge.

 

Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.

 

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