This job code is utilized for the majority of our temporary hires.  The individual is performing hourly job duties as defined under the Fair Labor Standards Act.

As a member of Oracle's Support Organization, you will be responsible for answering inbound customer calls and emails as it pertains to their support renewals. Following up on a subset of renewals in varying sized and customers in an assigned manner. You will educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of the Support Portfolio. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales reps for new opportunities. Accurately forecast business targets and opportunities in assigned accounts.

Job Requirements

US Veteran transitioning from active service or Military Spouse new to corporate experience preferred

Duties and tasks are standard with some variation. Excellent customer service skills answering phones and emails. Works independently within defined policies and procedures. Strong attention to detail, organizational skills, and analytical skills. Preferred qualifications: 2 years proven experience and or BA/BS degree preferred. Requires ability to gain acceptance of others in complicated situations. Strong problem-solving skills. Demonstrated leadership skills.

The position is a full time (40 hours a week) / No overtime / No weekends. should be able to work as a full time employee. (Example, no half days for school / existing long term obligations during the work week) Job requires to be located in the Colorado Springs area. Work is currently flex (work from home), with an option to work in an office environment at the Oracle facility in Colorado Springs. The position is technical / sales oriented. Microsoft Office experience is required. should be able to take incoming calls, make outgoing calls, send and reply to emails. Should have stable internet or have the ability to work from the office. Training will be given at the beginning of the internship with various internal teams for overall knowledge of the Digital renewal Center.  The focus will be on interns getting the experience they will need to succeed within Oracle or another organization. Interns will join team meetings, be a part of an existing team, work with other internal teams, have individual goals / requirements, report to trainers and managers, and are expected to provide feedback to the trainers and managers to help improve the Veteran / Spouse intern program.

What You Will Do

The primary focus of the Support Renewal Representative is to act as a customer liaison for all Premier Support Service’s questions and order quoting and processing. Working in a phone and email system taking the next request as they come in from any Oracle customer regardless of the size. Support Renewal Reps are responsible for ensuring customer’s questions are answered and PO are received and processed for all support renewals. Support Renewal Reps are responsible for driving online quoting and PO acceptance online by customers as well as driving auto renewal and other customer automation.

Distinguishing Characteristics

Support Renewal Representative has at least one year customer service experience within the software and/or related services industry.

Core characteristics include: Demonstration of strength and confidence in interpersonal communications and diplomacy; Self-motivation and ability to think on one’s feet; Ability to acquire new skills quickly; Effective management of multiple tasks and priorities.

Examples of Duties

Answering inbound customer service 0800 line calls and emails Drives automation through the Oracle store Contact customers as required to ensure PO’s are issued prior to expiration, prioritizing communications based on dollar amount and customer need. Educates customers on business practices and any associated contractual implications Ensures customer awareness and understanding of applicable elements of the Support Portfolio Manages exceptions for customers with issues that may delay or inhibit renewals Perform contract maintenance as requested by Customers such as contact changes, address/site updates. Accurately forecasts business Work as a team sharing the workload across the org, regardless of account assignment or comp plan. Continual building/refining customer service skills and knowledge

Knowledge and Skills:

Technical:

Demonstrated ability to learn new and often sophisticated business systems quickly and effectively Ability to effectively navigate Oracle and maximize appropriate resources at appropriate times Comprehension of the Oracle sales process/cycle and Business Practice policies Demonstrated proficiency with e-mail, Word, Excel, Internet and sales systems Understands business use of Oracle products, services and future directions Knowledge of Oracle applications a plus

Professional:

Excellent communication and customer service skills Takes initiative and uses all available resources Excellent research and problem solving skills Effectively manages time and priorities to meet service levels Self-motivated, focused, and driven to achieve goals Exercises judgment, initiative, and discretion when providing solutions to customers Able to apply knowledge and make decisions with minimal direction from management Projects a positive, and professional image Demonstrated ability to meet target dates Demonstrated ability to suggest and implement continual improvements Demonstrated ability to work in collaboration with others to achieve goals Demonstrated ability to learn new concepts quickly and translate them to their job Independent and resourceful Can handle multiple tasks effectively and can prioritize work to meet aggressive goals

About the Company:

Oracle remains the gold standard for database technology and applications in enterprises throughout the world: With annual revenues greater than US$37.7 billion and more than 430,000 customers— including 100 of the Fortune 100—Oracle is a global provider of enterprise cloud computing. Deployed across industries in more than 175 countries, Oracle empowers business of all sizes on their journey to digital transformation. Oracle Cloud provides leading-edge capabilities in software as a service (SaaS), infrastructure as a service (IaaS), and data as a service (DaaS). For more than 35 years, Oracle is the enterprise technology partner that positions companies for tomorrow, today.

About Oracle Veteran Internship Program:

Oracle is proud to sponsor an internship and integration program that exposes transitioning military veterans and military spouses new to the corporate culture, provides hands-on job-skill training and experience, and offers enhanced professional and personal development. At Oracle, we are committed to the development and professional growth of our veterans and military spouses. Our paid internship program is specifically designed to aid military veterans, transitioning servicemembers and active-duty military spouses new to the corporate sector in their transition to a career in the private or public sector.

Veterans and Military Spouses accepted into our program will work closely with corporate leadership, military veteran coaches and HR professionals to help prepare for a successful transition. Interns will engage in on-the-job training and professional development in fields such as information technology, technical/systems consulting, technical support, facilities, finance, human resources, logistics, marketing, sales or developmental training in sales or for customer support (as available).

Additional Information: 

Hourly wage is $30 per hour. This is a 40-hour per week position.

Internship runs from January 27 through April 18, 2025 – must be available full time 40 hours per week during these dates. 

Career Level - IC0