Technical Support Analyst Oracle - Agadir Bay
On-site · Agadir, Souss-Massa, Morocco
Job Summary
Technical Support Analyst role providing 1st level voice and remote support for Oracle Hospitality OPERA product suite (OPERA PMS, OXI, OWS, S&C, Reporting & Analytics) for hotel customers worldwide. You will join Oracle in Agadir Bay, helping to shape a new Customer Support Hub in Morocco and deliver 24x7 expertise across the Oracle Hospitality product suite. Responsibilities include troubleshooting OPERA PMS issues (reservations, check-in/out, billing), documenting solutions and ensuring accurate case records in ICCP, collaborating with Oracle teams to escalate and resolve issues, acting as a customer advocate for hotel users, providing technical assistance via phone, email, and remote tools, and assisting in OPERA configuration, installation, and training when required. Stay updated on OPERA new releases and grow expertise with ongoing training and certification opportunities. The role requires a graduate degree and at least 2 years of IT or hospitality systems support experience, experience with hotel PMS applications (ideally OPERA), and strong customer service skills. English and German communication skills are essential, along with strong troubleshooting, organizational, and multitasking abilities. The position mandates weekend support and 24x7 shift flexibility in a global hospitality environment, with a focus on delivering high-quality customer service.
Required Qualifications
- Minimum 2 years’ IT or hospitality systems support experience
- Experience with hotel PMS applications, ideally Oracle OPERA
- Graduate degree in technical, hospitality, or business field
- Understanding of hotel operations (front office, reservations, housekeeping)
- Customer service experience with direct client interaction
- Familiarity with Microsoft suite (Outlook, Excel, Word, Project, PowerPoint)
- Knowledge of OS (Windows, Oracle, VMware) desirable
- SQL experience preferred
- Flexibility for global 24x7 shifts including weekends and holidays
- Excellent English & German communication
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