Product Support Analyst I – VIP – Bilingual Portuguese

About the role

We are looking for a Product Support Analyst I to provide VIP customer service for our travel‑technology solutions. The role involves pre‑sale and post‑sale support, technical training and troubleshooting for clients in a bilingual Portuguese environment.

Key responsibilities

• Communicate with customers via phone, email, chat or social media to resolve issues.
• Support the sales team by maintaining positive client relationships and meeting contractual obligations.
• Collaborate with internal departments to achieve maintenance service sales goals and track equipment failures.
• Deliver technical training courses for customers and internal staff on multiple products.
• Provide post‑sale technical support, including installation, troubleshooting, problem resolution and product maintenance.

Required profile

• High school diploma; university student or graduate preferred.
• Strong technical background and analytical troubleshooting abilities.
• Excellent time‑management, teamwork and ability to work under pressure.
• Fluent written and spoken English and Spanish; Portuguese is a plus.
• Travel‑industry experience and familiarity with reservation systems (Sabre, Galileo, Amadeus) desired.

Required skills

• ITIL framework
• XML, SQL and API programming
• Salesforce CRM
• Sabre, Galileo, Amadeus reservation platforms

What we offer

• Modern Zonamerica campus with full amenities.
• Annual performance bonus and development opportunities.
• Private health insurance for employees and eligible children.
• Extra paid time off, parental leave, daily meal allowance and end‑of‑year break.
• Life insurance, CSR projects and employee engagement events.