Role Overview
We are looking for a German-speaking Help Desk Agent to join our Managed Services team. You will be the first point of contact for hotel customers, handling inquiries and incidents related to Oracle Hospitality applications such as OPERA and OPERA Cloud. You’ll provide guidance, troubleshooting, and escalation when needed to ensure seamless hotel operations.
Key Responsibilities
● Respond to customer inquiries via phone, email, or ticketing system.
● Diagnose and resolve incidents related to property management systems (PMS).
● Enrich and document incidents for escalation to Oracle technical support when required.
● Provide training and tips to help users maximize system efficiency.
● Ensure service level agreements (SLAs) are met.
● Stay updated on Oracle Hospitality products and hotel operations best practices.
● Communicate clearly and empathetically in both German and English.
Required Skills and Experience
● Experience in hotel operations or hospitality IT support, preferably with Oracle OPERA.
● Strong analytical and troubleshooting skills.
● Understanding of remote connectivity tools and IT fundamentals.
● Excellent communication and documentation skills.
● Fluency in German and English (written and spoken).
● Proactive, customer-focused attitude with the ability to work independently or as part of a team.
What We Offer
● Competitive compensation and benefits.
● Learning and career growth opportunities within Managed Services Oracle Hospitality.
● Collaborative and inclusive culture.
At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
We expressly encourage disabled candidates to apply for this position. Please therefore feel free to voluntarily inform us in your application about any severe disability (degree of disability of at least 50%) or any equal status (degree of disability of at least 30% together with official decision on equality) in accordance with the German SGB IX.
Standard assignments are accomplished without assistance by exercising independent judgment, within defined policies and processes, to deliver functional and technical solutions on moderately complex customer engagements.
Career Level - IC2