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The fact that the -ness endings are hyphenated in this sentence indicates that the writer has made up these words by adding -ness to an existing word. Generally we add the suffix ness to convert an adjective that describes a quality to a noun that describes the corresponding quality, when there isn't already an appropriate noun available. For example, ...


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Nouns can be used attributatively. From that link: In English grammar, an attributive noun is a noun that modifies another noun and functions as an adjective. Also known as a noun premodifier, a noun adjunct, and a converted adjective. Task surface is the noun task being used in this way. If you don't use task with another word like you would use ...


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I have worked in such a role. Typically, and specifically, it's called front line support (or Tier 1 support, level 1 support, or first-line support). From "What it’s like on the front lines of support" at Zendesk: Here’s what a few agents on the front lines of our Tier 1 support had to say about their agent experience: … Three things support agents ...


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Well, in most cases, the person would be "Customer service representative".


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