Technical Support Analyst – Oracle Hospitality (OPERA)

About the role

Oracle Hospitality is building a new Customer Support Hub in Agadir Bay, Morocco. As a Technical Support Analyst you will provide first‑level assistance for the OPERA suite of hospitality applications, supporting hotels and F&B businesses worldwide.

Key responsibilities

• Deliver voice and remote support to hotel customers across the globe.
• Troubleshoot OPERA PMS issues 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 problems.
• Act as a customer advocate, identifying gaps and proposing improvements.
• Provide technical assistance via phone, email and remote tools.
• Assist with OPERA configuration, installation and training when required.
• Stay current on 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 orientation with direct client interaction.
• Excellent English communication; additional languages are a plus.
• Willingness to work 24 × 7 shifts, including weekends and holidays.

Required skills

• Oracle OPERA
• Microsoft Outlook
• Microsoft Excel
• Microsoft Word
• Microsoft Project
• Microsoft PowerPoint
• Windows OS
• Oracle OS
• VMware
• SQL (preferred)

What we offer

• Opportunity to shape a world‑class support center from its inception.
• Collaboration with global teams serving leading hotels across EMEA.
• Continuous training, certification and career growth within Oracle.
• Living in Agadir Bay – a vibrant coastal city with strong hospitality roots.