Technical Support Analyst – Oracle Hospitality (Agadir)

About the role

The Technical Support Analyst will provide first‑level assistance for Oracle Hospitality’s OPERA product suite to hotel customers worldwide. Based in Agadir, you will join a new 24 × 7 support hub, working with global teams to resolve reservations, check‑in/out, billing and other PMS issues.

Key responsibilities

• Deliver voice and remote support for hotel customers across EMEA and globally.
• Troubleshoot OPERA PMS functionalities such as reservations, check‑in/out and billing.
• Document solutions and maintain accurate case records in the ICCP tool.
• Collaborate with internal Oracle teams to escalate and resolve complex issues.
• Act as a customer advocate, identifying gaps and communicating them to product teams.
• Provide technical assistance via phone, email and remote tools.
• Assist with OPERA configuration, installation and training when required.
• Stay current with new OPERA releases and 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 background with direct client interaction.
• Willingness to work flexible 24 × 7 shifts, including weekends and holidays.

Required skills

• Microsoft Outlook, Excel, Word, Project, PowerPoint.
• Windows operating system.
• Oracle operating environment.
• VMware virtualization.
• SQL querying (preferred).
• Oracle OPERA PMS knowledge.

What we offer

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