Hospitality OPERA Cloud Help Desk Associate - Austin, TX; Columbia, MD or Orlando, FL

Join Our Team as a Hospitality OPERA Cloud Help Desk Associate!

Location: On-site in Austin, TX, Columbia, MD, or Orlando, FL

Must be available 24/7, including weekends and holidays. This is a full-time, shift-based role with shifts assigned based on workforce need at the time of hire. Most shifts fall between 7 AM - 11 PM ET, Monday-Sunday.

Note: We are unable to provide visa sponsorship for this position.

Are you ready to challenge yourself and dive into cutting-edge technology?

At Oracle, we’re not just redefining the future of business—we’re transforming the hospitality industry with innovative solutions. We’re looking for passionate and driven Help Desk Associates to join our team and take ownership of Tier 1 Technical Support for Oracle Hospitality applications. This isn’t your average help desk role. You’ll be at the forefront of solving complex technical puzzles, working with a wide range of systems, and providing real-time support to Oracle customers.

What You’ll Do:

Be the First Point of Contact: As the face of Oracle Support, you’ll handle customer inquiries via phone and electronic communication, providing expert guidance and troubleshooting support for Oracle applications.

Resolve Complex Issues: Analyze and fix a broad range of technical issues, from network problems to system bugs. Use SQL queries and other tools to investigate and resolve problems efficiently.

Take Ownership: Manage service requests (SRs) from start to finish, ensuring they are addressed in a timely manner, whether it’s resolving them yourself or escalating to the right teams.

Customer Relationships: Build strong relationships with customers by keeping them informed and supported throughout the incident process, ensuring an exceptional experience.

Contribute to Knowledge Sharing: Actively contribute to our knowledge base by offering feedback and insights on knowledge management articles.

Collaborate Across Teams: Work closely with various teams to find solutions for customers and ensure the best outcomes.

What We’re Looking For:

Technical Expertise: Experience with OPERA Property Management System (PMS) or MICROS Point of Sale (POS) is highly desirable, as well as IT experience (building PCs, setting up networks, etc.).

Problem-Solving Passion: You love digging into issues and finding solutions—whether it’s running SQL queries or troubleshooting network issues.

Certifications: Network+, CompTIA A+, Cisco, or similar certifications are a plus.

Attention to Detail: We need someone who can handle complex problems with precision and focus.

Communication Skills: Strong verbal and written communication skills to effectively work with customers and internal teams.

Additional Skills That Will Make You Shine:

Hospitality Industry Experience: If you’ve worked in the Hotel, Hospitality, or Food & Beverage industries, you’ll have a head start!

Customer-Centric Approach: Empathy and a passion for delivering outstanding service to every customer interaction.

Team Player: Excellent interpersonal skills to collaborate across teams and provide the best customer experience.

Why Oracle?

Career Development: Oracle is committed to your growth. We celebrate internal promotions and provide continuous learning opportunities to enhance your career.

Inclusive Work Environment: Innovation thrives when everyone can be themselves. We’re proud to be an equal opportunity employer that values diversity in all forms.

Comprehensive Benefits: Life and disability insurance, health and dental options, a GRRSP with match, and an employee stock purchase plan.

Agile & Collaborative Culture: Enjoy working in a friendly, dynamic environment backed by a strong enterprise.

Volunteer Opportunities: Make an impact through Oracle Giving and our diverse employee resource groups (ERGs).

Ready to embark on a career that challenges and excites you? Apply now to be a part of Oracle’s innovative team and contribute to the future of hospitality technology!

About Us - Be Yourself!

At Oracle, we believe innovation starts with inclusion. We’re committed to fostering a workplace where everyo