Customer Service Analyst 1-Support

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.
• Collaborate cross-functionally with support, engineering, and product teams to improve issue resolution and customer satisfaction.

Requirements

• 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 a related field.
• Strong troubleshooting and problem-solving skills in customer-facing environments.
• Excellent English verbal and written communication skills.
• Ability to work flexible 24x7 rotational shifts, including weekends and holidays.

Preferred Qualifications

• 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.
• ITIL or customer support process knowledge.

About the Company

Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. 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.