Support Renewal Advisor

Job description / Role

Oracle provides the world's most complete, open, and integrated business software and hardware systems.

The Oracle Digital Renewal Center (DRC) is one of the largest support groups in Oracle and manages Oracle Support Service Contract Renewals for all of Europe, Middle East and Africa.

RESPONSIBILITIES:

- The Support Renewal Advisor will be responsible for ensuring the timely renewal of Oracle Support Service Contracts for existing small, medium-sized and large customers and handling any resulting queries that the customers may have about their contracts.

Customer Assistance (CAT):

- The initial point of contact for incoming calls, chats and Renewal Service Requests (RSRs) to the DRC.
- The CAT will work to resolve incoming issues, proactively educate customers and route complex incoming issue to other specializations.

Data Management (DMT):

- Handles all complex and time consuming issues to include repricing, cancellations, terminations, consolidations, mass updates, reinstatement of support and Extended Support issuance.
- Must ensure all approvals are gained and that all policies are adhered too as part of process.

Booking (BKT):

- Confirm all Support Renewals are booked correctly by validate all incoming information and resolve all booking failures and OA (Order Administration) rejections.
- Work with customers to ensure they are accepting Support Renewals via My Support Renewals and assist them in the process when needed.

Requirements

EXPERIENCE:

- The successful candidate will have at least 1-2 years of experience in customer services or related field.
- A sound understanding of the region, customer behavior and a keen interest in developing this knowledge are a plus.
- The position will require working flexibly and openly with a wide range of team members.

QUALIFICATIONS:

- Proficient English and German skills
- Advanced Excel skills
- Very good communication skills, both written and verbal
- Ability to deliver timely and accurate results, high attention to detail.
- Works independently and is self-motivated, focused, and driven to achieve goals
- Projects a positive, and professional image
- Strong problem solving and objection handling abilities
- Ability to effectively manage multiple tasks and priorities
- Ability to adapt and acquire new skills quickly in a challenging and fast changing environment
- Strong team player

WHY WORK at ORACLE DRC?

In our center, we offer a great and flexible work environment, where you can build your career in one of the leading global IT companies. We are looking for motivated candidates, and have programs in place for developing their careers.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.