Responsibilities
* Liaison with various departments (e.g. OS, Legal) within the company for achieving desired common objective
* Answer, as appropriate, inquiries and facilitate resolution of issues raised
* Work as an effective member of a team from a variety of departments within the company
* Handle escalations pertaining to unresolved cases
* Maintain a positive rapport with customers while discussing or resolving problem situations
* Troubleshoot appropriately to identify root cause of the issue
* Participate in the development of departmental goals and objectives, and identify opportunities for process improvement
* Effective probing skills to elicit customer information
* Ability to translate user-oriented language into technical information
* Track and document requests and ensure proper notation of customer problems or issues
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