Technical Product Support Specialist I
4 weeks ago
Description
The main tasks associated to this role are:
Responsible for responding to moderately complex customer inquiries and escalations.
Analyzes scenarios using diagnostic tools to identify problem area(s)
Responsible foridentifying scenarios where escalations or incident bridges are required, providing all basic information obtained during triage and troubleshooting, keeping teams informed and sharing issue description, technical and business impact.
Recommends solutions to internal and external customers.
Recommends corrective action by applying technical and analytical skills
Interfaces with various other departments including suppliers for resolution of customer inquiries.
Acts as a liaison agent between Care, Technology teams, Technical Product Managers and Product Managers handling prioritization discussions and processes enhancements
Follows-up and escalates unresolved problems to ensure resolution is accomplished
Keeps cases and customers updated, maintaining his/her backlog to the baseline.
Tracks contacts to identify trends and provide feedback to internal departments and to customers.
Becomes a specialist on specific areas/products related to the role
Documents processes for internal and external consumption, as applicable.
Supports customer projects and implementations
Backs up other Distribution L2 teams if needed.
Important: The Advanced Support team is made up by Airline Services, System Support, LGS and Data Merge.
This position aims at having a team member that wishes to learn from more than 1 team, which means that he/she might be required to change teams based on operations needs.
Training will be provided on all instances, but flexibility will be fundamental.
Job Requirements
Proficient Sabre host knowledge
Proven experience in analyzing problems, articulating them efficiently and making decisions to solve them.
Ability to absorb knowledge easily over a short period of time
Ability to multi-task and work under pressure
Excellent team skills -- ability to work as part of a global team to solve customer issues
Excellent Customer Service skills – possess a “can-do” attitude, ability to interact with internal and external customers in a positive and friendly manner
Excellent communication skills, written and verbal.
Ability to adapt to change and or uncertain scenarios.
Self-Initiative and Self-Motivation
Excellent time management skills
Clear sense of urgency
Attention to detail
ITIL/ XML/ API/ SQL Programming will be a plus.
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.#LI-Hybrid#LI-BG1-
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