Technical Product Support Specialist III

Responsibilities

• Under general supervision, conducts logical analysis of complex customer issues and management of 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 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.
• Consistently meets established KPI targets tied to yearly DPM objectives.
• Shows basic proficiency using Salesforce and DEV tracking Tools (like JIRA).
• 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
• May 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.
• 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)
• Show a passion for the Pricing and Revenue Management world and ability to become a domain expert while training others

Requirements

• Bachelor's degree or equivalent technical/industry experience strongly desired.
• Strong proven Analytical and troubleshooting skills.
• Airline Pricing and Revenue Management background is a plus.
• Impeccable customer service skills.
• Certifications and/or experience with Excel, SQL, Mongo DB is a plus.
• Cloud Tools usage such as Amazon Web Services (AWS) or Google Cloud Platfrom (GCP) is a plus.
• AI tools usage such as NotebookLM & Google Gemini is a plus.
• Demonstrates good time management and priority setting skills.
• Demonstrates effective collaboration skills.
• Demonstrates ability to work under pressure and handle complexity.
• Proficient English written and oral and presentation skills.
• Must be willing to travel - 10%.
• Must be organized, able to multi-task and work in all areas as needed

Benefits

Additional Information

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world's largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide. As a Technical Product Support Specialist III, you will be the main point of contact for helping customers solve complex issues. In this role, you will analyze technical problems, work closely with other internal teams, and build strong relationships with customers.

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