What are the responsibilities and job description for the Hospitality OPERA Cloud Help Desk Associate - Austin, TX; Columbia, MD or Orlando, FL position at Oracle?
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 everyone’s voice is heard and valued. We’re proud to be an affirmative-action, equal opportunity employer. Join us and bring your unique perspectives to help shape the future!
Career Level - IC1
Qualifications:
Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $19.23 to $38.32 per hour; from: $40,000 to $79,700 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Salary : $19 - $38
