DRC Customer Success Intern

Oracle Veteran Internship ProgramThis 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. US Veteran transitioning from active service or active-duty Military Spouse new to corporate experience preferred. Veterans and Military Spouses belong at Oracle. This is a place where your military experience and talent will help you thrive. Our culture of inclusion values the skills that veterans bring to our workforce and empowers you to use them to transform the world for the better. Get a head start on your civilian career today.About the Oracle Veteran Internship Program (OVIP): Oracle is proud to sponsor an internship and integration program that exposes transitioning military veterans and active-duty 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).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. 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.ResponsibilitiesWhat You Will DoThe 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 CharacteristicsSupport 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 DutiesAnswering inbound customer service 0800 line calls and emailsDrives automation through the Oracle storeContact 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 implicationsEnsures customer awareness and understanding of applicable elements of the Support PortfolioManages exceptions for customers with issues that may delay or inhibit renewalsPerform contract maintenance as requested by customers such as contact changes, address/site updates.Accurately forecasts businessWork as a team sharing the workload across the org, regardless of account assignment or comp plan.Continual building/refining customer service skills and knowledgeKnowledge and Skills:Technical:Demonstrated ability to learn new and often sophisticated business systems quickly and effectivelyAbility to effectively navigate Oracle and maximize appropriate resources at appropriate timesComprehension of the Oracle sales process/cycle and Business Practice policiesDemonstrated proficiency with e-mail, Word, Excel, Internet and sales systemsUnderstands business use of Oracle products, services and future directionsKnowledge of Oracle applications a plusProfessional:Excellent communication and customer service skillsTakes initiative and uses all available resourcesExcellent research and problem solving skillsEffectively manages time and priorities to meet service levelsSelf-motivated, focused, and driven to achieve goalsExercises judgment, initiative, and discretion when providing solutions to customersAble to apply knowledge and make decisions with minimal direction from managementProjects a positive, and professional imageDemonstrated ability to meet target datesDemonstrated ability to suggest and implement continual improvementsDemonstrated ability to work in collaboration with others to achieve goalsDemonstrated ability to learn new concepts quickly and translate them to their jobIndependent and resourcefulCan handle multiple tasks effectively and can prioritize work to meet aggressive goalsUS Veteran transitioning from active service or Military Spouse new to corporate experience preferredAbout the Company: For more than four decades, Oracle has delivered innovations that have helped build entire industries. We remain the gold standard as the world's first autonomous database and industry's broadest and deepest suite of AI-powered cloud applications. With annual revenue of US$57 billion in FY2025, Oracle is the world's largest EHR implementation, serving more than 9.5 million beneficiaries spanning the United States, Europe, and the Asia Pacific region; has 5 million registered members of Oracle's customer and developer communities; and 469 independent user communities in 97 countries representing more than 1 million members.Additional Information: Hourly wage is $30 per hour. This is a 40 hour per week position Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $19.62 to $38.32 per hour; from: $40,800 to $79,700 per annum. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.Oracle US offers a comprehensive benefits package which includes the following:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company match