Req ID: 40004

Job Family: Contact Center

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. Sabre posted $3.2 billion in revenue in 2014 and employs approximately 10,000 people globally through its three business units – Sabre Travel Network, Sabre Airline Solutions and Sabre Hospitality Solutions.

Job Description

General Description:

• Under general supervision, 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.
• Develops a 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.
• Communicates effectively in written and spoken English with co-workers and customers around the world.
• Responsible for successful completion of training provided by the company on the designated product suite of support.
• Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
• Makes a conscious effort to contribute value-added services and ideas to our customers.
• Demonstrates effective teamwork skills.
• Demonstrates ability to perform all position related tasks and master position requirements in order to earn advancement.
• Consistently meets established KPI targets tied to yearly DPM objectives.
• Shows proficiency using Siebel CRM tool
• Applies technical knowledge which may include Unix/Linux , Windows operating systems. May also require SQL, Oracle and Shell Scripting knowledge to resolve complex software problems.
• 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.
• Ensures that customer needs are satisfied by providing specific product support. Manage 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
• Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
• Hold scheduled calls with customers to review Service request status and prioritization.
• On-call duties will be required.
• Demonstrate sense of urgency for sensitive issues.
• May 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)

Job Requirements

Requirements:

• Bachelor's degree or equivalent technical experience strongly desired.
• Strong experience in technical troubleshooting is required
• Airline or travel agency experience is a plus.
• Proficient English written and oral communication skills. Command of a second language would be desired.
• Identify problems and be able to determine when appropriate escalation is required
• Must be willing to travel 10-25% of the time
• Experience using CRM tool is desired.
• Must be organized and able to multi-task and work in all areas as needed.
• Proven Analytical skills
• Good understanding of database concepts and working knowledge of SQL

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Career Position: Senior