Product Support Analyst I – VIP – Bilingual Portuguese

About the role

The Product Support Analyst I will provide pre‑sale and post‑sale assistance to VIP customers, handling inquiries through phone, email, chat and social media. The role combines technical troubleshooting, customer training and close collaboration with sales and other internal teams to ensure service quality and revenue growth.

Key responsibilities

• Communicate with customers via telephone, email, chat and social media to resolve issues and answer questions.
• Support the sales team by maintaining positive relationships that influence product revenue.
• Deliver technical training courses for customers and internal staff on multiple products.
• Collaborate with various departments to meet maintenance service goals and understand equipment failures.
• Provide post‑sale technical support, including installation, troubleshooting, problem resolution and product maintenance.
• Act as a generalist in technical customer support, covering product support, systems integration and sales support functions.

Required profile

• Minimum High School diploma; university student or graduate preferred.
• Strong time‑management, teamwork and ability to work under pressure.
• Fluent written and spoken English and Spanish; Portuguese is a plus.
• Analytical and troubleshooting abilities with excellent customer‑service orientation.
• Travel‑industry background or experience with travel reservation systems is desired.

Required skills

• Sabre travel distribution system
• Galileo travel distribution system
• Amadeus travel distribution system
• ITIL framework
• XML
• SQL
• API programming
• Salesforce CRM

What we offer

• Modern Zonamerica campus with full amenities.
• Annual performance bonus and development opportunities locally or globally.
• Competitive private health insurance for employees and eligible children.
• Extra paid time off (5 days per year) and generous parental leave.
• Daily meal allowance, end‑of‑year break, life insurance and CSR initiatives.