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Customer Support

At MERA, we believe that customer support is all about customers’ satisfaction. No matter the task at hand: answering or making calls, responding to ticket inquiries, emails or chat messages, fixing configuration issues or product malfunctions – our multilingual agents are always there to make your customers happy.


Superior Standarts

Call & email monitoring, ticket reviews, process adherence reviews, customer satisfaction surveys, agent inspiration and recognition

Multilingual Services

Includes: Western, Central and Eastern European and Nordic languages

Omni-channel Support

Across voice, IVR, live chat, email and ticket inquires

Technically Enhanced

Cloud solutions, embedded software, IP networks, IoT, unified communications, mobile networks, automotive, mobile and web applications

Working tightly together with 1300+ MERA R&D specialists, our call center agents provide seamless Omni-channel technical support services on all support levels and can 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
  • Tickets creation and tracking
  • Initial troubleshooting of configuration issues
  • Tickets handover to Tier 2 for difficult issue
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

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