Job Description

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.

Qualifications

Career Level - IC1

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [HIDDEN TEXT] or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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