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Job Title:  Technical Product Specialist

Location: 

ZonAmerica, Montevideo, UY

Remote Options (if applicable): 

Req ID: 59205

Job Family: Contact Center

 

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! 

Job Description

Sabre is looking to hire a Product Specialist to join our airline support team!  This contributor level team member will bring technical skills to our L2 support team by partnering with our airline account managers and problem solving for our airline customers.  This Specialist will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills and commitment.  This role will sit in our Montevideo, Uruguay office in Zonamerica and offer a hybrid work schedule. 

Essential responsibilities include: 

 

  • Works collaboratively in a team environment with account managers, implementation and development resources to meet customer expectations for the resolution of maintenance issues / service requests. 
  • Develops a thorough understanding and application of the suite user interface utilizing provided company training.
  • 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. 
  • Consistently meets established KPI targets tied to ensuring customer success. 
  • 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. 
  • Manages 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.
  • Hold scheduled calls with customers to review Service request status and prioritization. 
  • 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).

 

PLEASE UPLOAD YOUR CV IN ENGLISH. 

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.
  • Data analysis tool experience with airline revenue management experience highly preferred.
  • Strong proven analytical and troubleshooting skills.
  • Airline industry background is highly preferred.
  • Impeccable customer service skills. 
  • Demonstrates good time management and priority setting skills. 
  • Proven success with strong internal and external collaboration. 
  • Ability to work under pressure and handling complexity. 
  • Proficient English written and oral and presentation skills.
  • Must be willing to travel – 10% when needed.
  • On-call duties will be required. 
  • Salesforce or similar tool experience.  

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

 

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.

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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