Technical Support Analyst – Oracle Hospitality OPERA

About the role

Oracle is building a new Customer Support Hub in Agadir Bay, Morocco, and seeks a Technical Support Analyst to provide first‑level assistance for the Oracle Hospitality OPERA suite. You will support hotel customers worldwide, troubleshoot reservations, check‑in/out, and billing issues, and help ensure smooth operation of the OPERA PMS and related applications.

Key responsibilities

• Deliver voice and remote support for hotel clients across EMEA.
• Troubleshoot OPERA PMS functionality, including reservations, front‑office, and reporting.
• Document solutions and maintain accurate case records in the ICCP tool.
• Escalate complex issues to higher‑level Oracle teams and act as a customer advocate.
• Assist with OPERA configuration, installation, and training when required.
• Stay current with new OPERA releases and product updates.

Required profile

• Minimum 2 years of IT or hospitality systems support experience.
• Experience with hotel PMS applications, preferably Oracle OPERA.
• Graduate degree in a technical, hospitality, or business field.
• Understanding of hotel operations (front office, reservations, housekeeping).
• Strong customer‑service orientation with excellent English and German communication.
• Willingness to work 24 × 7 shifts, including weekends and holidays.

Required skills

• Oracle OPERA
• Microsoft Office suite (Outlook, Excel, Word, Project, PowerPoint)
• Windows operating system
• Oracle database environment
• VMware virtualization
• SQL querying

What we offer

• Opportunity to shape a world‑class support center from the ground up.
• Continuous training and certification on Oracle Hospitality solutions.
• Career growth within a globally respected technology company.
• Living in Agadir Bay – a vibrant coastal city with a strong hospitality culture.