About HRSHRS is Oracle's largest hospitality partner worldwide, providing coverage in 90 countries to more than 10,000 customers. Recognised as an official Oracle Hospitality Partner, HRS offers a wide range of innovative solutions to its customers including Property Management, POS, Spa & Guest Activities, Mobile Applications, and more.
About the role
You will join our growing global service delivery team implementing and offering support on the HRS-wide portfolio of products to hospitality-related companies across Mexico. Providing support on the OPERA suite of products. The ideal candidate will be ambitious, customer oriented, passionate about digital transformation within the hospitality industry through innovative technologies and software.
Requirements
Hospitality operations background.
Minimum 2 years of experience in the support or installation & configuration of Oracle Hospitality PMS products, together with the associated customer training.
Experience in working with competitive hospitality products including PMS and Spa systems.
Familiar with Oracle PL/SQL. Professional certification is preferable.
Good interpersonal skills with both customers and cross-functional teams.
Possess a passport and be available for occasional travel.
Skilled in relationship development and management
Strong presentation, written, oral and interpersonal skills.
What you will be doing
Provide telephonic / remote / onsite support for all OPERA products, QA skills advantageous.
Ensure accurate and timely updates of logged support issues on the in-house call logging system.
Research and test problems to confirm, isolate and identify root cause and propose/document resolutions/future mitigation.
Ensure that the solution meets the specifications and functionality according to the customer's specific operational workflow for multiple concepts, users and service models.
Resolve any deficiencies in product functionality.
Train staff in the use of the new solution and go live after everything has been set up and everyone has been trained.
Assist with the occasional implementation, testing and writing of documentation.
Test and troubleshoot new versions prior to release.
Answer the operational and application questions and coordinate with the client in a way in which the system transfer will be made.
Provide technical support during and after go-live.
Assist sales, presales, support, and other departments in all that is required.
Assist the rest of the HRS staff with all required training.
Prioritize numerous issues of varying severity & service levels and deal with them accordingly.
Log and manage support cases with 3rd parties.
Language requirements:
English, both written and spoken intermediate
Spanish advance
What we offer you
Opportunity to grow inside the global organization.
Motivating remuneration package.
Competitive annual bonus scheme.
Remote/flexible working.