Customer Service Representative


Full Time Executive-level / Director
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Percona delivers enterprise-class support, consulting, managed services, and software for MySQL, PostgreSQL, MongoDB, and other open-source databases across traditional and cloud-based platforms.

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Love working with customers and providing outstanding service and support? Enjoy being part of a team that revolves around efficiency and satisfaction? Percona is adding to our Customer Services team. We are looking for a hardworking individual to be the front line with our customers, ensuring they receive a high quality, consistent experience with each and every interaction.
The Percona Customer Service Team is part of our Customer Success Organization which is responsible for ensuring our customers are receiving value for their investment of Percona products/services. The Customer Success organization is focused on a high quality, efficient delivery of Percona services that results in high levels of customer satisfaction and retention and low operational costs.

What You Will Do

  • Responsible for successful delivery of service to customers, assess customer needs and connect them to the correct internal resources
  • Working alongside other teams and management to drive improvements to our customer experience
  • First responders to all customer requests via phone, email and chat
  • First level of escalation for customer complaints
  • Dashboard review and cleaning
  • Scheduling of frontline coverage
  • Update customer accounts
  • Update portal
  • Documentation of new processes

Your Experience

  • At least 2 years of Customer service and people-oriented experience
  • Strong English communication skills (spoken and written)
  • Advanced expertise using a computer
  • Ability to prioritize and manage time effectively
  • Remote and self-directed work
  • Able to take direction and work through defined processes
  • Ability to determine what is best for the company and act accordingly
  • Attention to detail
  • Positive attitude
  • Problem solvers who can think for themselves

What Will Make You Stand Out

  • Experience in providing customer services within tech industry
  • Willingness to learn and innovate
  • Constant desire to improve and develop skills, knowledge, and abilities
 The position is full-remote, although it is desired for staff to be available for travel in case of training or events at any time. Our Customer Service Team is available from 8 am to 8 pm EST time zone hours, and we’re looking to expand our time zone coverage. Remote work from home requires consistent and strong internet access.
Percona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and Maria DB to open source users globally.
Percona is remote-first and globally dispersed; we have colleagues in more than 50 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more. 
Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.
Job region: North America
Job stats:  28  10  1
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