1. Escalation Handling: Respond to escalated queries via call, email, or chat with empathy, professionalism, and urgency. Own the issue end-to-end until resolution, no loose ends. Ensure escalations are acknowledged and resolved within defined SLAs. Collaborate with internal teams to fix root causes and prevent recurrence. Maintain detailed logs of escalation tickets and outcomes. 2. Collaboration & Feedback: Partner with operations, field teams, and service partners to close the loop on critical issues. Provide feedback to customer support agents to improve first-contact resolution.

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