Do you pride yourself on fixing problems? Do you have a passion for hospitality and providing world-class guest experience?

If you have hotel front desk, reservations, duty manager, or concierge experience and would like to break into Technical Support, apply today!

If you are a technical support professional looking to improve your application support skills with an enterprise app used by brands like Marriott, Hyatt, Hilton, and many more- apply today!

In this role you will provide 1st line support for OPERA PMS and related products to our global Oracle Hospitality customers (Hotels & Resorts). We are a resource and an advocate for customer needs on Oracle software. This means resolving post-sales non-technical customer inquiries via phone and electronic means and answering technical questions regarding the use of our Electronic Support Services.

You will also provide guidance, problem-solving/troubleshooting, and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Responsibilities of the Oracle Hospitality – Hotel Opera Support Analyst:

· Provide 1st line support for OPERA related issues to our global Oracle Hospitality customers, including Marriott, Hyatt, and other world-class resorts

· Work very closely with other teams (L2, Cloud AMS, CCSM) to deliver quality customer service

· Identify and report root causes and resolution of major incidents

· Adhere to Global L1 Support standards, and follow the published guidelines in the triage of, transfer or collaboration of tickets to other internal teams.

· Contribute to building Oracle’s knowledge base

· Work with internal teams on customer escalations to get issues analyzed and resolved promptly

· Maintain commitment to the delivery of outstanding service to customers

What we love to see in the Oracle Hospitality – Hotel Opera Support Analyst:

· Strong, positive phone demeanor

· A love of figuring out and solving problems

· Prior experience in technical support or hotel front desk, bookings, or sales role

· Experience with Linux, Microsoft desktop and server operating systems is an advantage

· Availability from 7:00am-11:00pm EST timeframe (exact shift will vary based on assignment)

· Availability to work weekends and holidays

What we love to see:

· BS degree (or technical/Associate’s equivalent)

· Have previous technical or professional experience

· Previous knowledge and working experience on Oracle Hospitality applications (PMS, CLOUD) is a huge plus!

· Enthusiasm for learning the ins and outs of Oracle products and services

What we offer
In addition to a benefits package that includes life and disability insurance, health and dental options, GRRSP with match and an employee stock purchase plan:

• Agile, friendly, collaborative environment backed by a strong enterprise.
• Continuous career development: we actively encourage and celebrate internal promotions.
• High-impact learning culture: free access to online learning platforms and regular in-house training sessions and tech talks.
• A vast variety of volunteer opportunities through Oracle Giving
• Diverse ERGs that provide opportunities for networking and exchange of ideas across the company.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Reasonable accommodations available upon request for applicants with disabilities.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
We are working remotely/hybrid with optional office-time until it is deemed safe to return full-time to the office.

Experience:

• Help desk or hotel: 1 year (Preferred)
• Software troubleshooting: 2 years (Preferred)

Work Location: One location

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