Sabre Corporation, a travel technology company headquartered in Southlake, Texas, is the largest global distribution systems provider for air bookings.
Supervisor Product Support
About the job
L1 Supervisor – Customer Support
Based in Bangalore India
Great place to work. Great place to grow.
For people interested in technology and for those with expertise in tourism. We provide multi-skilled, multilingual, cross-functional support to our business partners.
Every day we assist Travel Agencies and Airlines around the world to resolve issues related to the Sabre software and Solutions Portfolio. We analyse problems, recommend corrective actions to Travel Agents and Airline Customers in collaboration with internal teams.
Product & Customer Support is a modern organization focused on customers and building good relations with Sabre business partners. Our employees are a truly global and multicultural team.
If you join us, you’ll provide Sabre customers with awesome customer service related to our products and play a key part in building long-lasting relationships with them. This includes responding to customer inquiries, analysing problems, using diagnostic tools, and recommending solutions to customer application questions. We provide product and technical support of Sabre Portfolio of Products via Phone, Call-Back, Chat and Web-Case.
Key Responsibilities
- Supervise a team of employees providing support for Sabre suite of products in a 24/7 contact center environment.
- Supervises employees who are answering customer inquiries, in a multichannel support setup such as Phone, Callback, Webcase and Email.
- Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements.
- Build a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable).
- Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution.
- Participates in the development and execution of departmental strategies, policies, and procedures.
- Reports, escalates, and follows up on new or recurring product problems to the appropriate department to ensure resolution.
- Ensures employee and team KPIs are met, planning/coordinating staff activities and participates in the development and execution of departmental strategies and goals, policies and procedures.
- Engages with Customers, Sales teams, 2nd Level teams, HR, and stake holders to ensure products, services and processes are in place to meet customer satisfaction, employee development, in compliance with company policies.
- Provides guidance and direction to subordinates, monitors performance, and provides appropriate feedback to employees.
- Ensures employees are properly trained when old products are upgraded (or) new products are released.
- Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations.
- Ensure employees remain motivated, engaged, empowered, and are informed.
- May make hiring decisions and recommendations and conduct performance appraisals.
- Willing and able to travel, for customers and project related initiatives.
Job Requirements
- Prior people management/supervisory experience required. Leadership experience in customer support field preferred.
- Knowledge in Global Distribution system including broad understanding in areas of air fares and Agency Debit Memo management preferred.
- Ability to foster and motivate a positive, engaged team environment. Ability to evaluate and coach performance.
- Ability to lead and direct multiple projects simultaneously.
- Effective time-management skills and ability to prioritize.
- Analytical mindset and open to work under pressure with demanding deadlines.
- Proactive attitude and creative thinking.
- Advance computer software skills.
- Excellent verbal and written communication skills in English language.
- Excellent customer service skills.
Product Support Analyst I
About the job
Team Description
The service and support team maintains direct contact with customers pre-sale or post-sales or both.
Role And Responsibilities
- Customer service includes communication via telephone, email, chat or through other social media platforms
- Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s)
- Ensures delivery of objectives and client expectations are met in accordance with contractual obligations
- Work with various departments to meet maintenance services sales goals, receive and understand accurate account of equipment failures
- Conduct technical training courses for customers and/or employees in the use of complex situations for multiple products
- Interact with customer and functional organizations to develop specifications for content of courses
- Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
- Responsibilities are within the technical customer support function as a generalist or in a combination of disciplines:
- product support specialist
- product support analyst
- systems integration engineer
- technical support
- customer service
- customer training
- sales support
Qualifications And Education Requirements
- Minimum High School diploma, University student or graduate. Technical experience strongly desired
- Demonstrates good time management and priority setting skills
- Demonstrates effective teamwork skills
- Demonstrates ability to work under pressure and handling complexity
- Proficient English and Spanish 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
- Travel Industry background is desired.
- Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)
- ITIL/ XML/ SQL/ API Programming
- Experience using Salesforce CRM tool
Lead Product Delivery
About the job
Job Details
Lead Product Delivery members are part of a techno-functional team specialized in implementing and delivering Airline Products in Pricing and Revenue Management area for various customers. They will also be the key Subject Matter Expert on these solutions, and will be involved in training airline analysts and managers on the tools.
Responsibilities
- Will be involved in end to solution implementation life cycle as a Subject Matter Expert (SME) starting from Business Process workshop (BPW) through transition to customer care.
- Will develop a thorough understanding of the application’s user interface, both from functional and business process standpoint, in order to train airline analysts and also help in solution adoption into customer’s business processes.
- Will attend onsite customer meetings as a Subject Matter Expert (SME) and participate in Business Process workshop (BPW) meetings and understand customer’s business processes.
- Works collaboratively in a team environment with project managers, account managers, implementation and development resources to meet customer expectations regarding solution implementation, issue resolution during solution adoption phase, and also resolution of maintenance issues / service requests post production cutover.
- Will lead the data gathering process prior to solution implementation phase.
- Will perform data validation checks in the context of product solutions at all stages of implementation and delivery
- Will identify the best practices adopted by customers during the interactions and communicate the same to Solution Management teams to enhance products
- Excellent written and verbal communications skills, to serve as lead conduit between developers, architects, designers and with external and internal customers Will help Customer care team in resolving maintenance SRs
- Demonstrates effective teamwork skills.
- Operates under general direction with minimal oversight
- Ensures that approved methods, processes, and tools are consistently used.
- Shall mentor/train new business analysts on the solution and processes.
Preferred Experience / Skills
- 6+ years experience working in Pricing or Revenue Management areas or similar experience
- Airline domain knowledge and skills are preferred
- Bachelor’s degree or equivalent technical experience strongly desired
- Proven Analytical skills
- Good understanding of database concepts and working knowledge of R/SQL
- Experience of working with Fares, Pricing or Revenue management products
- Must be organized and be able to multi-task and work in all areas as needed
- Prior experience/knowledge of working on similar products or airlines is an advantage.
- Proficient English written and oral communication skills. Command of a second language is an advantage
- Identify problems and be able to determine when appropriate escalation is required
- Must be willing to travel 20% of the time or as per business needs
Preferred Technical Skills
- Microsoft Tools: Microsoft Word, Excel, PowerPoint
- Tools (good to have): SQL Developer, MongoDB, Studio 3T, R
- Programming languages and other tools (good to have): R, Python, Tableau
IT Operations Analyst I
Responsibilities
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Works on day-to-day activities following documented work instructions with pre-defined process and procedures and operational tasks as documented in KB. Also, do initial triage and assign as per KB
- Identify Potential Significant incident & engage IM or PM Teams for follow-up action
- Provide timely response to all incidents, outages, and performance alerts
- Provide first-line investigation and diagnosis of all Incidents and Service
- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
- Build and update operational and technical documentation.
- Owns all Incidents and Service Requests throughout the lifecycle
- Participate in Daily Operations & Problem call to report on assigned status of service report and problem task updates.
- Document all actions in accordance with standard company policies and procedures
- Participate in Tech/INC/CH Bridges Actively. Engage teams promptly, whenever needed
- Deliver support during Releases and Applications Tests
- Respect and apply the Sabre ITIL processes
- Assure Operational Compliancy
- Leads incident analysis and is responsible for driving incidents to resolution
- Commit availability as per 24×7 shift schedules and actively perform the work assigned, supporting high uptime requirements
Experience
- 1 to 2 years of application production support: L1/L2
- Excellent written and verbal communication skills
- Good time-management skills
Nice To Have Skills
- Hands-on experience with apps hosted on cloud: AWS/GCP
- Fair knowledge of Operating System, Windows, Linux & Vmware
- Fair knowledge of Server hardware & virtualization
- Exposure to monitoring tools such as AppD, Viz, Kibana
Education: B.E/B.Tech/M.E/M.Tech/B.Sc/M.Sc
