• Regularly work with the team on reviewing potentially suspicious behavior on a daily basis to support the company in protecting good users and preventing financial losses • Work quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product • Conduct in-depth transaction-level reviews • Discover and identify trends to present opportunities for stronger results and mitigation • Communicate with customers in response to inquiries related to trust and risk • Provide inbound email and chat-based customer service for users who need immediate assistance • Thoughtfully investigate Trust & Risk cases with medium complexity and high sensitivity while maintaining customer satisfaction • Work with other departments to research and resolve open questions • Efficiently work through a backlog of open issues and monitor performance of key operations • Represent the company with integrity and professionalism • Review key metrics and utilize data to make informed decisions

• Deliver exceptional customer service to clients and end users, ensuring efficient resolution of technology‑related problems and requests. • Operate within defined guidelines, policies, and procedures to independently provide a full range of IT support services. • Perform complex and advanced technical troubleshooting; accurately assess, document, and track issues in the problem management and IT service management tools. • Provide clear, prompt assistance and information to users, maintaining ownership of all customer interactions through resolution or appropriate escalation. • Conduct first‑line and some second‑line support activities, including: Logging, triaging, and resolving incidents and service requests. • Escalating issues in accordance with established escalation paths and SLAs. • Support mobile telephony and related devices, including configuration, troubleshooting, and user assistance. • Troubleshoot and support video conferencing systems, ensuring reliable meeting experiences. • Configure, set up, and support IP telephony solutions, including desk phones and softphones. • Create and manage end‑user accounts and associated permissions in accordance with security and access control policies. • Provide end‑user device management and support for desktops, laptops, tablets, and handheld devices (e.g., PDAs). • Utilize remote desktop tools to diagnose and resolve desktop support issues, including: Windows operating systems and Microsoft Office / Microsoft 365 applications, macOS and Apple productivity applications. • Administer and support the ServiceNow IT Service Management (ITSM) platform, including: Updating and maintaining the Service Catalog, Building and editing workflows, Supporting custom application deployments and associated web components, Troubleshooting application functionality and integrations. • Provide technical assistance for the resolution of incidents, problems, issues, and emergencies, including: Participating in major incident management activities, Coordinating escalation to the IT Operations Center (ITOC) and/or Major Incident Management Team, as appropriate. • Contribute to continuous service improvement by collecting, analyzing, and sharing data related to customer needs, incident trends, and service performance. • Monitor and report on the performance, availability, and reliability of IT systems and services as required. • Use effective, tactful communication and active listening skills to understand user needs and respond appropriately. • Communicate technical information, directions, and resolutions in language tailored to the audience’s technical and business understanding, using examples and analogies when helpful. • Provide timely status updates and feedback to internal and external customers via phone, email, and other communication channels. • Ensure customer satisfaction through diligent follow‑up, proactive communication, and special efforts when needed to resolve complex or sensitive issues. • Resolve issues in adherence to client standards, parameters, and guidelines, ensuring compliance with documented procedures. • Identify recurring or potential system problems and promptly escalate to the appropriate support teams or management for resolution. • Work collaboratively to achieve team objectives; actively solicit and value input from colleagues, demonstrate respect for diverse perspectives, and foster a culture of trust and openness. • Support onboarding and development of new team members by providing informal training, shadowing opportunities, and explanations of standard work processes and best practices.

• Respond to Customer Inquiries: Monitor, respond to, and follow up on customer inquiries, messages, comments, and reviews across social media platforms, ensuring timely, professional, and friendly interactions. • Offer assistance via text, email, and messages, while accurately recording customer details in our system to ensure seamless service. • Problem Resolution: Address customer concerns, resolve issues, and provide clear, accurate information to ensure customer satisfaction. • Engagement: Engage with customers proactively by participating in conversations, sharing relevant content, and fostering positive relationships with our online community. • Brand Representation: Maintain a consistent brand voice and tone in all interactions, ensuring that the company’s values and mission are reflected in each response. • Feedback Reporting: Collect customer feedback and share insights with the team to help improve products, services, and overall customer experience. • Collaboration: Work closely with the contact center team to escalate issues, share customer insights, and align on messaging.

• Support right-of-way acquisition, land leasing, permitting, and construction support • Establish trust and build long-term positive relationships between clients and landowners • Negotiate and secure easements, leases, licenses, permits, and ordinances • Coordinate meetings with landowners and project stakeholders • Provide regular status reports to project managers on land acquisition tasks • Prepare all necessary agreement documents and/or permitting forms • Represent the company at public meetings before governmental agencies