Product Support Analyst I – VIP

About the role

The Product Support Analyst I – VIP will join the Service and Support team, providing pre‑sale and post‑sale assistance to customers in the travel industry. You will act as a technical liaison, ensuring client expectations are met while supporting sales and maintenance goals.

Key responsibilities

• Communicate with customers via phone, email, chat and social media.
• Support the sales team by maintaining positive client relationships and influencing revenue.
• Deliver post‑sale technical support, including installation, troubleshooting, and maintenance of products.
• Conduct technical training for customers and internal staff on multiple product lines.
• Collaborate with cross‑functional teams to develop training specifications and meet service objectives.

Required profile

• Minimum high school diploma; university student or graduate preferred.
• Strong time‑management, teamwork and ability to work under pressure.
• Excellent analytical and troubleshooting abilities.
• Fluent written and spoken English and Spanish; Portuguese is a plus.
• Travel industry background desired.

Required skills

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

What we offer

• Modern Zonamerica campus with full amenities.
• Annual performance bonus and development opportunities worldwide.
• Competitive 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 initiatives and employee engagement events.