Technical Support Analyst – Oracle Hospitality OPERA Applications Support
**Location: Agadir **
The Technical Support Analyst is responsible for 1st level support for Oracle Hospitality OPERA product suite (OPERA PMS, OXI, OWS, S&C, Reporting & Analytics) and associated hotel interfaces.
Join Oracle in Agadir Bay
Oracle Hospitality is creating a new Customer Support Hub in Agadir Bay, Morocco – and we are looking for talented professionals to be part of this exciting journey. This is your opportunity to:
- Shape the future of a world-class support center from the very beginning, delivering 24x7 expertise across the Oracle Hospitality product suite.
- Work with global teams supporting leading hotels and F&B businesses across EMEA.
- Develop deep expertise in Oracle Hospitality solutions, including OPERA and MICROS, with continuous training and certification opportunities.
- Grow your career within Oracle – one of the world’s most respected technology companies.
- Enjoy life in Agadir Bay, a vibrant coastal location with strong hospitality roots and a dynamic lifestyle.
At Oracle, we don’t just support our customers – we build lasting partnerships. In Agadir, we are building a team that combines local talent with global best practices to deliver exceptional customer experiences. If you are passionate about technology, hospitality, and delivering excellence, we invite you to join us and help shape a first-class support hub in Morocco.
Duties & Responsibilities
- Provide voice and remote support for hotel customers worldwide.
- Troubleshoot OPERA PMS issues (reservations, check-in/out, billing).
- Document solutions and ensure accurate case records in ICCP tool.
- Collaborate with Oracle teams to escalate and resolve issues.
- Act as customer advocate for hotel users and escalate gaps.
- Provide technical assistance via phone, email, and remote tools.
- Assist in OPERA configuration, installation, and training when required.
- Stay updated on OPERA new releases.
Knowledge, Skills & Abilities – Essential
- Minimum 2 years’ IT or hospitality systems support experience.
- Experience with hotel PMS applications, ideally Oracle OPERA.
- Graduate degree in technical, hospitality, or business field.
- Understanding of hotel operations (front office, reservations, housekeeping).
- Customer service experience with direct client interaction.
- Familiarity with Microsoft suite (Outlook, Excel, Word, Project, PowerPoint).
- Knowledge of OS (Windows, Oracle, VMware) desirable.
- SQL experience preferred.
Other Requirements
- Commitment to high-quality customer service.
- Excellent English communication; other languages desirable.
- Strong troubleshooting and problem-solving ability.
- Organizational and multitasking skills.
- Flexibility for global 24x7 shifts including weekends and holidays.
- Cross-cultural awareness.
Abilities
- Ability to build trust with hotel customers and Oracle colleagues.
- Independent worker and team player.
- Adaptable and able to prioritize in dynamic environments.
- Creative thinker to resolve problems and improve processes.
- Resilient under pressure with focus on service quality.
Note: This role requires weekend support and shift work in a 24x7 global hospitality 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