• Liaise with second-level support on product enhancements and train team members
• Update shared repository with changes in area of focus
• Provide First Call Resolution (FCR) technical support via phone and email
• Perform first level troubleshooting and escalate to resolver groups as required
• Furnish timely updates to customers on issue status
• Maintain ownership of cases until closure with accurate documentation
• Manage customer expectations and escalate unusual surge issues to Team Lead
• Classify and prioritize incidents, tracking progress and updates
• Provide support for Microsoft 365 (M365) applications such as Outlook, Teams, OneDrive, SharePoint, Copilot etc
