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. Must 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. Must

be able to take incoming calls, make outgoing calls, send and reply to emails.

• Must 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