We believe that customer support is a reliable means to customer satisfaction. No matter the task at hand — answering or making calls, responding to ticket inquiries, emails or messages, fixing configuration issues or product malfunctions — our multilingual agents are always available to make your customers happy.
- Superior Standards: Call and email monitoring, ticket reviews, process adherence reviews, customer satisfaction surveys, agent inspiration and recognition
- Omni-channel support across voice, IVR, live chat, email and ticket inquires
- Multilingual Services: English, Central and Eastern European and Nordic Languages
- Technically enhanced cloud solutions, embedded software, IP networks, IoT, communications, mobile networks, automotive, mobile and web applications
Working tightly together with 1,300+ MERA (a division of Orion) R&D specialists, our call center agents provide seamless omni-channel technical support services on all levels and handle highly complex technical support requirements.
Our reliable Training and Quality Assurance practices, enhanced by the knowledge gained from our well-known US- and EU-based customers, allow us to maintain our customer support services at a high level and continuously strive for improvement.
Customer Support Levels
Tier 1: Regular Support Multilingual Agents
- 24/7 answering inbound phone calls, emails, web chats and ticket inquiries
- Ticket creation and tracking
- Initial troubleshooting of configuration issues
- Ticket handover to Tier 2 for difficult issues
Tier 2: Technically Skilled Agents
- 24/7 medium to complex issues troubleshooting
- Fixing configuration issues
- Log files collection and analysis
- Pre-qualification and official reporting of product malfunctions
Tier 3: Advanced Technically Skilled Agents
- New customers onboarding
- System upgrades
- Bugs scrub
- Issues reproduction and analysis
- Working with Tier 4 driving customer’s issues to resolution
Tier 4: Software Support Team
- Bug fix
- Patches creation
- Bug-fix source code integration into main branches
- 24/7 support for Tier 2