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Oracle Support Renewal Advisor - Readiness & Booking team-21000807Applicants are required to read, write, and speak the following languages:English
Preferred Qualifications
Oracle provides the world's complete, open, and integrated business software and hardware systems. The Oracle Digital Renewal Center (DRC) is one of the largest support organizations in Oracle Romania and manages Oracle Premier Support Contract Renewals for all of Europe and Middle East&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.
• Manage Support Service Contract Renewals for existing Oracle customers and partners
• Correctly identify customer requirements and needs
• Advise about support service offerings and their benefits
• Educate customers on e-business practices and contractual terms & conditions
• Respond to customer requests, queries, and complaints
• Ensure contracts are correct and related offers sent in a timely manner
• Drives automation through the Oracle store and support renewal portal
• Interact with multiple departments in Oracle as required
QUALIFICATIONS:
• Advanced English + any other European language (German preferred)
• 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 deliver timely and accurate results, attention to detail
• Ability to effectively manage multiple tasks and priorities
• Ability to successfully manage high volumes of requests
• Ability to adapt and acquire new skills quickly in a challenging and fast changing environment
• Strong team player
• Intermediate to Advanced computer skills (MS Office, etc.)
• Bachelor’s degree
WHY WORK @ ORACLE DRC?
In our center, we offer a great and flexible work environment. Here you will encounter multi-cultural teams that embrace diversity, and everyone is encouraged to contribute to the overall wellbeing of the teams they are part of. We are looking for motivated candidates and have programs in place to develop their skills.
The Readiness and Booking Teams ensure a clean and accurate contract base by solving all notifications/requests generated by our ticketing tool. We also prepare, validate, and publish the contract quotes. Our role is also customer-facing (~20% of our workload), as we accommodate certain requests coming from customers with regards to their Support Contracts, based on the tasks of our roles. Our team is also responsible with the successful renewal of our contract base, ensuring another year of support. Our advisors have the following general responsibilities:
• Interacting with other internal departments; that is why we care about building and maintaining a great level of collaboration which is vital in our fast-changing professional environment. It is also essential to understand the other roles within the DRC as well for proper resolution.
• We aim to contribute to the overall Digital Center KPIs by delivering a high standard customer service, which is why each team member is expected to use their knowledge and skills in a way that demonstrates commitment to the team’s objectives.
• Research prior to answering a question ensures a faster resolution time, so we trust that once you get familiar with the renewal policies and procedures you apply your expertise before providing an answer.
• Juggling between several innovative tools, used to both ensure information transparency across the DRC and an enhanced customer experience. This requires both independent judgement and a strong ability to swiftly switch between different tools as well as a strong ability to prioritize when dealing with high volumes.
• Educating our customers in using the Oracle self-service tools that were developed for them so they can always have a clear view over their account.
If you are a great communicator, problem solver, adaptive and focused on delivering high quality results, we would like to hear from you!
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).
Detailed Description and Job Requirements
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).
Job
:Sales
Travel
:No
Location
:RO-Romania
Job Type
:Regular Employee Hire
Organization
:Oracle
