Job Description

Roles & Responsibilities

Provide voice and remote support for hotel customers worldwide.

Troubleshoot OPERA PMS issues (reservations, check-in/out, billing).

Document solutions and ensure accurate case records in ICCP tool.

Collaborate with Oracle teams to escalate and resolve issues.

Act as customer advocate for hotel users and escalate gaps.

Provide technical assistance via phone, email, and remote tools.

Assist in OPERA configuration, installation, and training when required.

Stay updated on OPERA new releases.

Knowledge, Skills & Abilities Essential

• Minimum 2 years IT or hospitality systems support experience.
• 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).
• SQL experience preferred.

Other Requirements

• Commitment to high-quality customer service.
• Excellent English communication; other languages desirable.
• Strong troubleshooting and problem-solving ability.
• Organizational and multitasking skills.
• Flexibility for global 24x7 shifts including weekends and holidays.
• Cross-cultural awareness.

Abilities

• Ability to build trust with hotel customers and Oracle colleagues.
• Independent worker and team player.
• Adaptable and able to prioritize in dynamic environments.
• Creative thinker to resolve problems and improve processes.
• Resilient under pressure with focus on service quality.

Desired Candidate Profile

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.

Familiarity with Microsoft suite (Outlook, Excel, Word, Project, PowerPoint).

Knowledge of OS (Windows, Oracle, VMware) desirable.