Customer Service Analyst - Spanish Support (Late Shifts & Weekend Coverage)

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.

Oracle Hospitality is looking for talented professionals, 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.

At Oracle, we don’t just support our customers – we build lasting partnerships.

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; fluency in Spanish is mandatory.
• Strong troubleshooting and problem-solving ability.
• Organizational and multitasking skills.
• Given the team’s coverage requirements, this role includes late shifts and weekend work. The available schedules are Tuesday to Saturday, 3:00 PM - 11:00 PM (Romania time), or Sunday to Thursday, 5:00 PM - 2:00 AM (Romania time).
• 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.