Customer Product Analyst

Job Description:

Responsible for the analysis, replication and resolution from simple to high complexity problems, follow up of incoming Cases serving as Frontline Support to more than 70 airline customers hosted in the Sabre reservations system and using our broad portfolio of Solutions to manage their Operations and Revenue Analysis.
Provides Technical support through different communication channels using advanced software and diagnostic tools to both, application front and back-end, as well as recommends best business practices to customers on the application usability and system maintenance.

Responsibilities:

• Under direct supervision, conducts logical analysis of complex customer issues.
• Researches and validates application, back-end or technical issues to aid customers in understanding product functionality and outputs.
• Develops thorough understanding of the suite user interface in order to investigate customer queries and issues.
• 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 / service requests.
• Ensures that customer needs are satisfied. 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.
• May hold scheduled calls with customers to review Service request status.

Must have:

• Technical experience is strongly desired.
• Demonstrates good time management and priority setting skills.
• Demonstrates effective teamwork skills.
• Must be organized, able to multi-task and work in all areas as needed.
• Excellent telephone manners and customer service skills.

Language

Professional fluency in written and spoken English.