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
workplace, and partnering closely with hotel operations teams.
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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.
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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.
* U
📌 Customer Service Analyst 1-Support (India)
🏢 Oracle
📍 India