DRC Customer Success Intern - OVIP

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.

Customer Success Intern

Job Description

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.

Responsibilities

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