About the Company/Team
Oracle Hospitality delivers technology solutions that help hotels, resorts, restaurants, and food & beverage businesses operate efficiently and enhance guest experiences globally. The Oracle Hospitality Support organization partners with customers worldwide to provide 24x7 support for mission-critical hospitality systems including OPERA PMS and related hotel technology platforms.
This role sits within the Oracle Hospitality Support team focused on providing first-level technical and functional support for the Oracle Hospitality OPERA product suite and associated hotel interfaces.
Job Summary
The Technical Support Analyst provides first-level technical and customer support for Oracle Hospitality solutions, including OPERA PMS, OXI, OWS, S&C, Reporting & Analytics, and related hotel interfaces. The role supports hotel customers globally through voice, email, and remote troubleshooting while ensuring timely issue resolution, excellent customer experience, and accurate case documentation.
This position is ideal for candidates with hospitality systems support experience who enjoy solving technical issues, working in a fast-paced global environment, and partnering closely with hotel operations teams.
Key Responsibilities
- Provide first-level technical and functional support for Oracle Hospitality OPERA product suite applications and hotel interfaces.
- Troubleshoot issues related to reservations, check-in/check-out processes, billing, housekeeping, and other hotel operational workflows.
- Deliver customer support via phone, email, and remote support tools for global hospitality clients.
- Accurately document incidents, troubleshooting steps, and resolutions within Oracle case management systems.
- Escalate complex technical issues to internal Oracle teams while maintaining ownership of customer communication and follow-through.
- Support OPERA configuration, implementation assistance, and user guidance when required.
- Collaborate cross-functionally with support, engineering, and product teams to improve issue resolution and customer satisfaction.
- Stay current on OPERA product updates, releases, and hospitality technology best practices.
Qualifications & Skills
Mandatory
- Minimum 2 years of experience in IT support, hospitality systems support, or technical customer support.
- Hands-on experience supporting hotel Property Management Systems (PMS), preferably Oracle OPERA.
- Understanding of hotel operations including front office, reservations, housekeeping, and billing workflows.
- Bachelor’s degree in technology, hospitality management, business, or related field.
- Strong troubleshooting and problem-solving skills in customer-facing environments.
- Experience providing support through phone, email, and remote troubleshooting tools.
- Excellent English verbal and written communication skills.
- Ability to work flexible 24x7 rotational shifts, including weekends and holidays.
- Strong organizational skills with the ability to manage multiple support cases simultaneously.
Good-to-Have
- Experience supporting Oracle Hospitality products such as OXI, OWS, S&C, or Reporting & Analytics.
- Knowledge of SQL and database troubleshooting.
- Familiarity with Windows environments, Oracle databases, and VMware technologies.
- Additional language capabilities supporting international customers.
- Experience with hospitality software implementations or user training.
- Exposure to global support environments or cross-cultural customer interactions.
- ITIL or customer support process knowledge.
Self-Assessment Questions
- Do I have hands-on experience supporting hotel PMS platforms such as Oracle OPERA or similar hospitality systems?
- Am I comfortable troubleshooting hotel operational issues related to reservations, billing, check-in/check-out, or housekeeping workflows?
- Have I worked directly with customers in a technical support or service desk environment?
- Can I effectively manage multiple support issues while maintaining strong customer communication?
- Am I comfortable working in a 24x7 shift-based global support environment?
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.
Career Level - IC1