Job description / Role
Job Description
Applicants are required to read, write, and speak the following languages at professional level: English and German
Preferred Qualifications
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:
Drive the renewal of Oracle's contracts to existing customers.
Responsible for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.
2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.
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 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.