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Contributor Product Specialist

Date: Mar 26, 2019

Location: Montevideo, UY, CP91600

Company: Sabre

Req ID: 47023

Job Family: Administrative

 

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.

Job Description

Responsible for the analysis, replication and resolution from simple to high complexity problems, providing advanced support to more than 70 airline customers hosted in the Sabre reservations system.

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 of complex customer issues associated to Reservations products.
  • Researches and validates application, back-end or technical issues to aid customers in understanding product functionality and outputs.
  • Develops 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.
  • Strong time management and priority setting skills are required to be able to manage daily responsibilities and own technical development and growth.
  • Makes a conscious effort to contribute value-added services and ideas to our customers.
  • 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.
  • May hold scheduled calls with customers to review Service request status and prioritization.
  • On-call duties may be required.
  • Demonstrate sense of urgency for sensitive issues.
  • Participate in customer visits and cutover support.
  • Contribute to the development of Product Analysts by assisting them with their daily work (mentoring)

Job Requirements

  • Bachelor's degree or equivalent technical experience strongly desired.
  • Strong Sabre Host/ GDS/ CRS/ PSS skills highly desired.
  • Strong XML/ SQL/ API/ programming skills highly 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 willing to travel.
  • Experience using CRM tool.
  • Must be organized, able to multi-task and work in all areas as needed.
  • Proven Analytical and troubleshooting skills.
  • Excellent telephone manners and customer service skills
  • Airline Industry background is desired.

Language                             

Professional fluency in written and spoken English

May require travel availability- no more than 10% of the time.

 

Reasonable Accommodation

Sabre is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Sabre position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Sabre's Compliance Office at compliance.office@sabre.com.

 

Affirmative Action

Sabre is an equal employment opportunity/affirmative action employer and is committed to providing equal employment opportunities to minorities, females, veterans, and disabled individuals. EEO IS THE LAW

 

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