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

Job description

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.