Customer Service Analyst

Oracle OPERA PMS - Customer Service Analyst 1-Support - Hyderabad

About the Company/Team

Oracle Hospitality delivers technology solutions that help hotels, resorts, restaurants, and food & beverage businesses operate efficiently and enhance guest experiences globally. The Oracle Hospitality Support organization partners with customers worldwide to provide 24x7 support for mission-critical hospitality systems including OPERA PMS and related hotel technology platforms.

This role sits within the Oracle Hospitality Support team focused on providing first-level technical and functional support for the Oracle Hospitality OPERA product suite and associated hotel interfaces.

Qualifications & Skills

Mandatory

• Minimum 2 years of experience in IT support, hospitality systems support, or technical customer support. 
• Hands-on experience supporting hotel Property Management Systems (PMS), preferably Oracle OPERA. 
• Understanding of hotel operations including front office, reservations, housekeeping, and billing workflows. 
• Bachelor’s degree in technology, hospitality management, business, or related field. 
• Strong troubleshooting and problem-solving skills in customer-facing environments. 
• Experience providing support through phone, email, and remote troubleshooting tools. 
• Excellent English verbal and written communication skills. 
• Ability to work flexible 24x7 rotational shifts, including weekends and holidays. 
• Strong organizational skills with the ability to manage multiple support cases simultaneously. 

Good-to-Have

• Experience supporting Oracle Hospitality products such as OXI, OWS, S&C, or Reporting & Analytics. 
• Knowledge of SQL and database troubleshooting. 
• Familiarity with Windows environments, Oracle databases, and VMware technologies. 
• Additional language capabilities supporting international customers. 
• Experience with hospitality software implementations or user training. 
• Exposure to global support environments or cross-cultural customer interactions. 
• ITIL or customer support process knowledge. 

Self-Assessment Questions

• Do I have hands-on experience supporting hotel PMS platforms such as Oracle OPERA or similar hospitality systems? 
• Am I comfortable troubleshooting hotel operational issues related to reservations, billing, check-in/check-out, or housekeeping workflows? 
• Have I worked directly with customers in a technical support or service desk environment? 
• Can I effectively manage multiple support issues while maintaining strong customer communication? 
• Am I comfortable working in a 24x7 shift-based global support environment?