Share this Job

Job Title:  Contributor Product Specialist

Location: 

ZonAmerica, Montevideo, UY

Remote Options (if applicable): 

Req ID: 59427

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

 

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 with SabreSonic system
  • 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.
  • Creates Knowledge material for internal and external consumption related to supported products.
  • 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 Case 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

 

  • Strong Sabre Host/ GDS/ CRS/ PSS skills highly desired.
  • Bachelor's degree or equivalent technical experience strongly desired.
  • Computer science knowledge is highly desired (XML, SQL, API, programming skills or others)
  • Demonstrates good time management and priority setting skills.
  • Demonstrates effective teamwork skills.
  • Demonstrates ability to work under pressure and handling complexity.
  • Must be willing to travel.
  • Experience using CRM tool.
  • Ability to absorb knowledge easily over a short period of time
  • Must be organized, able to multi-task in a high-speed environment.
  • Demonstrate high sense of urgency for sensitive issues.
  • Proactive attitude to present and/or take over team projects/assignments
  • Ability to handle critical issues, effectively communicating with internal and external stakeholders during problem resolution
  • Proven Analytical and troubleshooting skills.
  • Excellent telephone manners and customer service skills
  • Airline Industry background is desired.
  • Flexibility in working hours. Ability to work different shifts in a 24/7 environment (periodical shift biddings)

 

Language                             

  • Professional fluency in written and spoken English

 

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


 

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.

Join our life community at Sabre by following us on Twitter, Facebook and LinkedIn

Facebook Twitter LinkedIn

 

#LI-AP1

#LI-Hybrid

 


Job Segment: CSR, User Experience, Consulting, CRM, Developer, Management, Technology