Description
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 setting, and partnering closely with hotel operations teams.
Responsibilities
Job title: Customer support Analyst
Job Location: Hyderbad
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 bil
📌 Customer Service Analyst (India)
🏢 Oracle
📍 India