- Handle escalated customer issues requiring advanced problem-solving.
- Resolve high-touch priority cases for internal teams.
- Assist frontline agents with complex inquiries as a technical and operational expert.
- Collaborate with internal departments like Engineering, Field Ops, and Billing.
- Conduct outbound follow-ups for passive or negative NPS customers.
- Gather feedback to escalate systemic issues and identify process improvements.
- Request lead referrals from customers with positive survey scores.
- Act as backup for frontline operations during outages or high volumes.