Customer Service Analyst 1-Support
Remote · India
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. Supports hotel customers globally through voice, email, and remote troubleshooting while ensuring timely issue resolution, excellent customer experience, and accurate case documentation. Responsibilities include first-level technical and functional support for Oracle Hospitality OPERA product suite applications and hotel interfaces, troubleshooting reservations/check-in/check-out/billing/workflow issues, delivering support via phone/email/remot e tools, documenting incidents and resolutions in Oracle case systems, escalating complex issues, supporting OPERA configuration and user guidance, collaborating with cross-functional teams, staying current on product updates, and ensuring customer satisfaction.
Required Qualifications
- 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
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