• Provide Tier 2/3 operational support for Exchange Online and hybrid Exchange environments • Troubleshoot mailbox, transport, connectivity, authentication, permissions, and client-side issues • Execute PowerShell-driven workflows for bulk operations, mailbox automation, user lifecycle tasks, migrations, and configuration changes • Monitor service health, message hygiene, queue status, and Exchange Online Protection (EOP) behaviors • Support mailbox migrations (tenant-to-tenant, on-prem to cloud, and cross-platform migrations such as G-Suite/AWS) • Support deployment, configuration, and enablement of Microsoft 365 Copilot, including license validation, feature governance, and readiness tasks • Assist end users and stakeholders in the effective use of Copilot within Teams, Outlook, Word, Excel, Edge, and SharePoint • Troubleshoot issues related to permissions, data access policies, connectors, and Microsoft Graph data dependencies • Support rollout of federated Copilot connectors, ensuring proper governance and visibility controls (MCP-based connectors, admin settings, etc.) • Partner with engineering and product teams to operationalize new Copilot features and AI governance guidelines • Build and maintain operational PowerShell scripts and workflow automations • Participate in development and refinement of automated solutions leveraging Power Platform, SharePoint, and Teams • Identify opportunities to streamline support processes, reduce toil, and enhance user experience • Own complex incident investigations and root-cause analysis for messaging- and AI-related service disruptions • Provide guidance to Service Desk and Tier 1 teams to reduce escalations • Document runbooks, knowledge articles, troubleshooting steps, and operational standards • Work cross-functionally with Security, Identity, Cloud Engineering, and Collaboration teams • Partner with business units to understand Copilot use cases and support adoption initiatives • Communicate effectively with both technical and non-technical audiences

• Supports the stability and effectiveness of Sedgwick’s integrations with BillReviewIQ solutions by monitoring system activity, triaging issues, and ensuring timely resolution of data and workflow errors. • Performs root‑cause analysis, collaborates across technical and operational teams, documents processes, and contributes to ongoing improvements in integration performance, operational readiness, and end‑to‑end legal e‑billing workflows. • Investigates issues related to system integrations between Sedgwick’s claims platform and BillReviewIQ solutions (Legal X and Legal Exchange). • Analyzes errors involving case creation, invoice processing, approvals, and payment data exchange. • Determines whether issues originate in the claims system, BillReviewIQ applications, or the integration layer. • Traces data from source claims systems through BillReviewIQ workflows to identify gaps, mismatches, or processing failures. • Reviews system logs, error messages, and transaction data to assess root cause, severity, and operational impact. • Partners with engineering, product, and operations teams to define fixes, validate corrective actions, and support implementation. • Leads strategies to deliver cross‑functional training on BillReviewIQ processes and drives adoption of training for teams participating in implementations. • Coordinates issue resolution efforts with internal Sedgwick teams, including claims technology, claims operations, product, and engineering. • Serves as a knowledgeable point of contact for integration‑related questions, escalations, and workflow clarifications. • Identifies recurring issues and systemic trends to recommend improvements to integrations, monitoring practices, and operational workflows. • Documents integration processes, common failure scenarios, troubleshooting approaches, and resolution steps. • Enhances operational readiness by contributing to improved alerts, dashboards, knowledge articles, and support playbooks. • Supports production issues affecting legal e‑billing workflows, financial transactions, and payment processing. • Participates in incident management activities, post‑incident reviews, and development of preventive action plans. • Ensures all claims and legal billing data is managed in compliance with company policies, security standards, and data handling requirements.

• Under the direction of the Technical Support Manager, the Technical Support Representative II is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction. • Provide first-class customer service/support via telephone, email, chat, and any future channel. • Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly. • Maintains an accurate and complete record of all inquiries and problems handled. • Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge. • Utilizing all tools and systems consistently to enhance department knowledge. • Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways. • Assist Sales partners and merchants in adding equipment and services to merchant accounts. • Assist Sales Partners in POS hardware and software selection based on client needs. • Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors. • Provide clients with guidance and training on the use of POS systems. • Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires. • Follow all card brand compliance rules and regulations for the security and integrity of sensitive information. • Handling complex client escalations via telephone, email, chat and any future channel. • Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance. • Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations. • Supporting specialized projects on an as-needed basis to fully follow through and final completion as directed by the leadership team. • Other duties as assigned.

• Provide exceptional customer support to end users • Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions • Respond to email, online, and telephone client support requests • Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer • Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations • Capture details of support requests in ticketing system powered by Zendesk • Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements • Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships • Help test fixes provided by the Development team and incorporate them into client systems • Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes