Product Support Analyst I

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.

Job Description

Responsible for the analysis, replication, and resolution of problems ranging from simple to highly complex, as well as the follow-up of incoming cases, serving frontline support customers hosted in the Radixx reservation system and using our broad portfolio of solutions.

Provides technical support through different communication channels using advanced software and diagnostic tools, as well as recommends best business practices to customers regarding application usability and system maintenance.

Acts as a liaison between different internal teams, ensuring a prompt resolution is achieved while working in a high-speed, multitasking environment. Demonstrates a high sense of urgency for sensitive issues and ensures the appropriate level of communication is maintained with internal and external teams according to defined service level agreements.

Responsibilities

• Under direct supervision, conducts logical analysis of customer issues and drives their resolution.
• Researches and validates applications to aid customers in understanding product functionality and outputs.
• Works collaboratively in a team environment with advanced support teams, account managers, implementation teams, and development resources to meet customer expectations regarding the resolution of maintenance issues.
• Communicates effectively in written and spoken English with co-workers and customers around the world.
• Strong time management and prioritization skills are required to manage daily responsibilities as well as personal technical development and growth.
• Ensures that customer needs are satisfied. Must have the ability to evaluate the impact of issues on the customer and escalate them as needed. Acts as the lead interface with customers, both internal and external, regarding support for our products.
• Delivers the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
• Demonstrates a sense of urgency for sensitive issues.

Job Requirements

• Demonstrates good time management and prioritization skills.
• Demonstrates effective teamwork skills.
• Demonstrates the ability to work under pressure and handle complexity.
• Proficient written and verbal English communication skills.
• Must be organized, able to multitask, and work in all areas as needed.
• Proven analytical and troubleshooting skills.
• Excellent customer service skills.

Nice to Have

• Travel/Airline industry background is desired. Experience with travel distribution/reservation systems (Radixx, Sabre, Galileo, Amadeus).
• ITIL, XML, SQL, APIs, and programming knowledge.
• Experience using the Salesforce CRM tool.

Language

Professional fluency in written and spoken English.

Benefits that support you We know support looks different for everyone. That is why Sabre offers benefits beyond medical and financial coverage, with programs designed to support your well-being, growth and life outside work:

• Competitive pay and performance-based bonuses
• Flexible work options
• Comprehensive healthcare coverage
• Generous PTO and holidays
• Strong retirement planning support
• Family-friendly benefits
• Professional development opportunities

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

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.