Product Support Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sabre Full time

Job Family:
Product Support

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen.

Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives.

Today, Sabre is creating a new marketplace for personalized travel.

It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers.

Join our journey

Team Description

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 analyze problems and 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.

Key Responsibilities:

  • Reports directly to the 1st Level Mid Back Office Support Supervisor.
  • Respond to customer inquiries, analyzing problems using diagnostic tools and recommending solutions to customer questions. relating to midback office products and a broad set of Solutions and their Functionalities.
  • Utilizes technical and analytical skills to solve hardware, software, and network configuration problems.
  • Interfaces with customers, internal departments, and vendors to identify their needs and establish hardware, software, and network requirements.
  • Performs Product and Technical Support functions and provides routine support to Travel Agencies in accordance with the set service standards.
  • Provide Product and Technical Support of Sabre Products via Phone, Call-Back, Chat, and Web-Case on a shift Support Operation.
  • Records all received contacts (Phone, Web-Case, Chat, and Call-Back) in prescribed formats in CRM tool(s).
  • Works collaboratively in a team environment with advanced support teams, account managers, implementation, and development resources to meet customer expectations regarding the resolution of maintenance issues.
  • Ensure that customer needs are met. Must have the ability to evaluate the impact of the issue on the customer and escalate issues. Act as the lead interface with the customer, internal or external, regarding support of midback office products and solutions.
  • Good time management and priority setting skills are required to be able to manage daily responsibilities and own technical development and growth. Demonstrate a sense of urgency for sensitive issues

- _._
  • Ensure to deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
  • Performs adhoc tasks assigned by the Leaders, Supervisors, Team Leads or Seniors i.e., onsite support, floor walking, handling special projects, etc.

Job Requirements:

  • Prior GDS knowledge (Sabre, Galileo, Amadeus) and travel industry knowledge is highly expected.
  • Experience in software, hardware technical support, and troubleshooting.
  • Experience in remote troubleshooting.
  • Experience with CRM tools such as Salesforce is desirable.
  • Ability to analyze, identify key problems, articulate them efficiently and make decisions to solve issues.
  • Excellent interpersonal and teamwork skills.
  • Ability to extend knowledge in the area of new technologies.
  • Bachelor's degree or equivalent desired.
  • Able to work in shift model supporting a global customer base.
  • Diploma in basic Accounting standard course
  • Diploma in basic IATA /UFTAA standard course will be a plus.

Language Skills:

  • Professional fluency in written and spoken English is a must.
  • Professional fluency in written and spoken skills in the following languages will be an added advantage: Cantonese, Mandarin and Malay.
Stay connected with Sabre Careers

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