Contributor Product Specialist

Job Description

Job DescriptionGENERAL DESCRIPTION:Under general supervision, conducts logical analysis of complex customer issues and management 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 in order 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.Demonstrates ability to perform all position related tasks and master position requirements in order to earn advancement.Consistently meets established KPI targets tied to yearly DPM objectives.Shows proficiency using Siebel CRM toolApplies technical knowledge which may include Unix/Linux , Windows operating systems. May also require SQL, Oracle and Shell Scripting knowledge to resolve complex software problems.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 customers need and within organizational expectationsWill deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitmentHold scheduled calls with customers to review Service request status and prioritization.On-call duties will be required.Demonstrate sense of urgency for sensitive issues.May 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)Job RequirementsBachelors degree or equivalent technical experience strongly desired.Strong experience in technical troubleshooting is requiredAirline or travel agency experience is a plus.Proficient English written and oral communication skills. Command of a second language would be desired.Identify problems and be able to determine when appropriate escalation is requiredMust be willing to travel 10-25% of the timeExperience using CRM tool is desired.Must be organized and able to multi-task and work in all areas as needed.Proven Analytical skillsGood understanding of database concepts and working knowledge of SQLTechnical SkillsProgramming Languages (desired, not required): Extjs, JavaScript, VB, VB.NET, ASP.NET, HTML, C, C++, JavaDBMS: MSSQL Server 2005/2008, Oracle, MY SQL, MS AccessOperating Systems: UNIX, Windows 2000/XP/Vista/7Microsoft Tools: Microsoft Word, Excel, PowerPoint, Project, VisioTools (desired, not required): Rational Rose, Bugzilla, SAS Enterprise Miner, Mantis, Sharepoint, Toad, SQL Developer, CVS Revision Control system.Sabre Corporation is the leading technology provider to the global travel industry. Sabre s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.Stay connected with Sabre CareersJob Segment: Developer, Oracle, Database, Consulting, SQL, Technology,

Keyskills :
sales marketing hellscripting interpersonalskills businessoperations customerservice revenuemanagement customerrelations oralcommunication mssqlserver