Job Description

Technical Support Analyst – Oracle Hospitality OPERA Applications Support

Location: Agadir

The Technical Support Analyst is responsible for 1st level support for Oracle Hospitality OPERA product suite (OPERA PMS, OXI, OWS, S&C, Reporting & Analytics) and associated hotel interfaces.

Join Oracle in Agadir Bay

Oracle Hospitality is creating a new Customer Support Hub in Agadir Bay, Morocco – and we are looking for talented professionals to be part of this exciting journey. This is your opportunity to:

• Shape the future of a world-class support center from the very beginning, delivering 24x7 expertise across the Oracle Hospitality product suite.

• Work with global teams supporting leading hotels and F&B businesses across EMEA.

• Develop deep expertise in Oracle Hospitality solutions, including OPERA and MICROS, with continuous training and certification opportunities.

• Grow your career within Oracle – one of the world’s most respected technology companies.

• Enjoy life in Agadir Bay, a vibrant coastal location with strong hospitality roots and a dynamic lifestyle.

At Oracle, we don’t just support our customers – we build lasting partnerships. In Agadir, we are building a team that combines local talent with global best practices to deliver exceptional customer experiences. If you are passionate about technology, hospitality, and delivering excellence, we invite you to join us and help shape a first-class support hub in Morocco.

Duties & 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.

• Experience with hotel PMS applications, ideally Oracle OPERA.

• 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).

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

• 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.

**Note:** This role requires weekend support and shift work in a 24x7 global hospitality environment.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance 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. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Career Level - IC2

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.