Job Description

Join Our Team as a Hospitality OPERA Cloud Help Desk Associate

Location: Austin, TX. Hybrid/3 days a week in office

Position: Full-time, 24/7 availability, including weekends and holidays. Shifts are assigned based on operational needs, typically between 7am and 11pm ET, Monday through Sunday.

Please note: Visa sponsorship is not available for this role.

About Us

At Oracle, we’re passionate about pushing the boundaries of technology and innovation. We’re searching for dynamic individuals who are eager to make an impact in the world of hospitality tech. As a Help Desk Associate, you'll play a pivotal role in delivering Tier 1 Technical Support, going beyond the basics of password resets and laptop setups to dive deep into SQL queries, network troubleshooting, and guiding users through complex issues.

Your Mission

• Be the First Line of Support: Serve as Oracle Support's initial point of contact via phone, offering swift, friendly, and effective assistance.

• Entitlement & Collaboration: Verify customer entitlements and collaborate with the Support Operations HOST team when necessary.

• Tackle Diverse Challenges: Handle a wide range of service requests related to our products and systems. Analyze and resolve issues, or route them to the appropriate team.

• Ownership & Communication: Take charge of service requests from start to finish, keeping customers informed and ensuring their satisfaction.

• Enhance Knowledge: Provide feedback and contribute to the development of our knowledge management articles.

What We’re Looking For

• Relevant Experience: Familiarity with OPERA Property Management System (PMS) or MICROS Point of Sale (POS) is a plus. Professional IT experience is essential.

• Tech Enthusiast: A passion for problem-solving and tinkering, whether it's building PCs or setting up networks.

• Certifications: Network+, CompTIA A+, Cisco, or similar certifications are desirable.

• SQL Skills: Knowledge of SQL is advantageous.

Additional Qualities

• Industry Experience: Background in the Hotel/Hospitality or Food & Beverage industry is beneficial.

• Customer Service Excellence: Exceptional skills in empathy, communication, and maintaining positive customer relationships.

• Attention to Detail: Strong precision and an eye for detail.

• Team Player: Excellent interpersonal skills and a collaborative spirit.

We value diversity and inclusivity and are committed to creating a welcoming environment for all team members. If you’re ready to be part of a forward-thinking team and make a meaningful difference, we encourage you to apply now. We can’t wait to welcome you aboard!

Life at Oracle: An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. https://www.oracle.com/corporate/careers/diversity-inclusion/

Career Level - IC1

Responsibilities

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 United States only

Hiring Range: 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 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

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: 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.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer