Customer Success Intern, Support Renewals

Description

The Team

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.

The Role

We are looking for collaborative intern(s) who are excited to work closely with cross-functional teams.  The candidate will have the opportunity to learn and work alongside Oracle’s Support Organization this Summer 2024. 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 intern program. 

The internship will start on June 9, 2025 – and will conclude August 15^th, 2025.  Monday – Friday, 40 hours per week.

Career Level - IC0

Responsibilities

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. With 7 different roles in the Digital Renewals Center, we have

• Readiness- reviewing renewal quotes to make sure pricing is accurate compared to the original order prior to being published online.
• Booking- reviewing information from the customers commitment (purchase order) to make sure it aligns with the quote.
• Customer Outreach- Working directly with customers via email and phone discussing the support renewal while working through any questions or concerns.
• Customer Assistance- Answer phones calls or online chats from our renewal’s hotline.
• Retention- Working directly with at risk customers to quickly resolve issues and secure the support renewal.
• Data Management- Making changes to renewal quotes with pricing or contact information.
• Billing Arbitration- Making corrections on invoices while working with customers on past due invoices.

Qualifications & Characteristics:

• 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.
• Motivated self-starter and curious.
• The position is technical / sales oriented. Microsoft Office experience is required.

No visa sponsorship is available for this position.

Qualifications
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 $18.99 to $38.32 per hour; from: $39,500 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.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.