Product Support Analyst I

About the role

The Product Support Analyst I provides frontline technical assistance to customers using the Sabre reservations system and related solutions. Working in a fast‑paced, multitasking environment, the analyst resolves issues ranging from simple to highly complex, ensuring timely communication and adherence to service level agreements.

Key responsibilities

• Conduct logical analysis of incoming cases and drive resolution.
• Research and validate application functionality to help customers understand outputs.
• Collaborate with advanced support teams, account managers, implementation and development resources.
• Maintain clear written and spoken communication in English with global stakeholders.
• Prioritize tasks, manage time effectively, and own technical development.
• Evaluate issue impact, escalate when necessary, and act as the primary interface with customers.
• Demonstrate urgency for sensitive issues and ensure high customer satisfaction.

Required profile

• Minimum high school diploma; university student or graduate preferred.
• Technical experience strongly desired.
• Excellent time‑management, teamwork, and ability to work under pressure.
• Proficient written and oral English and Spanish.
• Organized, multi‑tasking, analytical, and strong troubleshooting abilities.
• Outstanding customer service skills.

Required skills

• Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus).
• Knowledge of ITIL processes.
• Familiarity with XML, SQL, APIs, and programming concepts.
• Experience using Salesforce CRM.

What we offer

• Work in a modern Zonamerica campus with full amenities.
• Annual performance bonus plans.
• Development opportunities locally and globally.
• Competitive private health insurance for employees and eligible children.
• Extra paid time off (5 additional days per year).