Product and Customer Support Representative (Level 1)

Job Title: Product and Customer Support Representative (Level 1)

Location: Bangalore, India

Employment Type: Full-Time | 24/7 Shift Model

About the Role

Join a modern, global, and multicultural organization at the forefront of travel technology. Based in our Bangalore office, you will deliver high-quality, multi-skilled support to Travel Agencies and Airlines worldwide. In this role, you will analyze technical issues, recommend corrective actions, and resolve inquiries related to the Sabre software and solutions portfolio.

Key Responsibilities

• Customer Support: Respond to inquiries via Phone, Call-Back, Chat, and Web-Case across a 24/7 support framework.
• Technical Troubleshooting: Analyze and resolve hardware, software, network configuration, and Sabre HOST solution issues using specialized diagnostic tools.
• Software Management: Handle the installation and troubleshooting of Sabre-provided applications.
• Case Management: Accurately record and manage all customer interactions within CRM systems (e.g., Salesforce).
• Cross-Functional Collaboration: Partner with advanced support teams, account managers, implementation groups, and developers to resolve maintenance issues efficiently.
• Escalation & Prioritization: Evaluate the business impact of reported issues, escalate urgent cases, and act as the primary point of contact for customer resolution.
• Special Projects: Assist leadership with ad-hoc operational tasks, including onsite support, floor walking, and specialized team projects.

Requirements & Qualifications

Essential:

• Industry Knowledge: Prior experience with a Global Distribution System (GDS) like Sabre, Amadeus, or Galileo, alongside travel industry domain expertise.
• Technical Experience: Practical experience in software/hardware technical support, network configuration, and remote troubleshooting.
• Omnichannel Support: Proven track record supporting global customers via call-back, phone, chat, email, and web-case.
• Operational Flexibility: Ability to work flexibly within a 24/7 shift model supporting international clients.
• Communication: Professional fluency in written and spoken English.
• Education: Bachelors degree or equivalent practical experience.

Desirable Skills (Plus Factors):

• Familiarity with CRM tools (e.g., Salesforce).
• Knowledge of ITIL frameworks, XML, APIs, or basic SQL.
• Diploma in IATA / UFTAA standard courses.

What We Offer

• A collaborative, high-growth environment for tech and tourism enthusiasts.
• Exposure to cutting-edge travel technology solutions.
• Continuous learning and professional growth opportunities.