Technical Product Support Specialist III

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. 

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Technical Product Support Specialist III – Commercial Airline Product

Job Requirements

EDUCATION: Bachelor degree. 

EXPERIENCE: Minimum 2-year related customer service experience.

COMMUNICATION: Good written and verbal communication skills.

Job Description

• Level 2 customer support for Data and Analytics solutions.
• Under general supervision, provides technical support to internal and high visibility customers through different communication channels (CRM tool chatter and posts and phone).
• Tracks each issue through our CRM and creates trackers in Jira for issues reported by 1st level agents or external customers.
• Handle system outages from a technical perspective and internal/external customer communications.
• Contribute in the process to prioritize trackers regarding system bugs. Is in charge or collaborates on handling team technical communications and developing new technical procedures to drive efficiencies.
• Accountable for quality assurance and technical coaching to 1st level specialists. Delivers mentoring sessions and product specific trainings to increase product knowledge and customer service skills.
• Position requires on call duties.

Core Skills

• Advanced expertise in technologies as SQL, UNIX, XML, SOAP, REST or HTML.
• Advanced expertise reading through application logs (for example java or .net generated logs) and being able to conduct root cause analysis
• Good troubleshooting / investigation skills and ability to think outside the box.
• Works well in strategic problem-solving and customer management role
• Proficient fluency in written and spoken English is required.
• Ability to learn, share and create knowledge.
• Attention to detail and ability to multi-task.
• Ability to work in a team environment with high level of autonomy.
• Ability to present technical information or reports in a friendly language.  
• Sabre technology domain knowledge desired but not mandatory

Qualifications:

• BS/BA degree in Computer Science preferred, or commensurate experience required
• Certifications and/or experience with SQL, Unix, Oracle. Mongo DB experience/knowledge is a plus.
• Airline industry knowledge desired but not mandatory.
• Understanding of development languages and scripting.
• Understanding of networking and basic software architecture
• Familiar with monitoring tools.
• Familiar with programing languages.

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.