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.