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.
Oracle Hospitality is looking for talented professionals, 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.
At Oracle, we don’t just support our customers – we build lasting partnerships.
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 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