Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. 

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Role and Responsibilities

As a Customer Success Analyst, you will have the opportunity to work and give support to the biggest and most important travel agencies around the world with one of the best payments solutions in the travel industry and make them feel that travel payments are easy, seamless, efficient, and beneficial.

• Collaborate within the customer success team to deliver exceptional service, fostering transparency and trust with clients to cultivate long-lasting relationships.
• Ensure customers receive high-quality support and experience minimal downtime.
• Confirm first-level support is thorough, providing necessary training to achieve this.
• Coordinate with third-level support and technical partners (internal and external).
• Document all activities within the ticketing system, ensuring visibility and status updates across support levels.
• Analyse monthly resolution data to create reports and offer insights to commercial and product teams.
• Support SLA adherence and response-time metrics.
• Collaborate with the SDP Help Desk and external teams for special implementations and support initiatives.
• Manage complex help desk issues, ensuring timely resolution and delivery.
• Identify and communicate product customization needs to enhance the SDP Help Desk, working with product teams to meet customer expectations.

Qualifications

• Advanced English level both verbal and written

• Helpdesk or customer support experience

• Strong communication abilities

• Knowledge of the travel industry and GDS products is highly valued

• Quick adaptability to changing requirements, maintaining high-quality outcomes.

• Experience in process design and improvements

• Experience in designing and delivering trainings.
   

Nice-to-Have Skills:

• Familiarity with API integrations

• Experience working with virtual cards, fintech or banking industry

• Salesforce proficiency

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

#LI-Hybrid#LI-VP1