Product Support Analyst I

Overview

Level 1 Product Support Analyst responsible for analyzing, replicating and resolving simple to high complexity customer problems on the Sabre reservations system and its solutions portfolio, serving as frontline support.

What you'll do

• Under direct supervision, conduct logical analysis of customer issues and drive their resolution.
• Provide technical support through different communication channels using advanced software and diagnostic tools.
• Research and validate applications to help customers understand product functionality and outputs.
• Recommend best business practices to customers on application usability and system maintenance.
• Follow up on incoming cases and act as the liaison between internal teams to ensure prompt resolution.
• Work collaboratively with advanced support teams, account managers, implementation and development resources to meet customer expectations on maintenance issues.
• Evaluate the impact of an issue on the customer and escalate issues as needed.
• Act as the lead interface with the customer, internal or external, regarding product support.
• Maintain the right level of communication with internal and external teams according to defined service level agreements.
• Demonstrate a sense of urgency for sensitive issues.

What you'll need

• Graduate.
• Demonstrated good time management and priority setting skills.
• Demonstrated effective teamwork skills.
• Ability to work under pressure and handle complexity.
• Proficient English written and oral communication skills.
• Must be organized, able to multi-task and work in all areas as needed.
• Proven analytical and troubleshooting skills.
• Excellent customer service skills.

Nice to have

• Technical experience.
• Travel/airline industry background.
• Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus).
• ITIL, XML, SQL, API, or programming.
• Experience using Salesforce CRM tool.
• Professional fluency in written and spoken English.

Details

• Location: Bengaluru, Karnataka, India.
• Supports operations across multiple shifts, including weekends and holidays as required.