Casa Meta, Lda

Customer Support

• Assist Lead CSR with managing incoming calls and email inquiries for ECRS
• Review and update incoming support tickets with appropriate labels and components
• Collect missing customer details and adjust ticket summaries to reflect root issues
• Adjust ticket priorities according to Service Level Agreements when necessary and announce showstoppers
• Assist support technicians with obtaining timely remote sessions to customer sites
• Address non-technical tickets, including information requests and account changes
• Report ticket trends to help the ECRS Core Support team identify emerging issues affecting groups of customers
• Build customer relationships and trust through open communication and exceptional customer service
• Record customer interactions and escalate complaints or needs through the ECRS ticketing and CRM systems
• Accurately process webstore orders and other assigned order requests
• Assist the Customer Care Administrator and Lead CSR with outreach campaigns
• Perform other related duties assigned by the Director of Customer Care

Customer Service Representative