• Assist with troubleshooting M365 incident and task tickets, including Priority 1 through Priority 4 issues. • Provide technical support and troubleshooting assistance for Copilot, Power BI, Power Apps, Power Automate, SharePoint Online, OneDrive for Business, Teams, Exchange Online, and related services. • Monitor M365 services, OneDrive features, Dataverse environments, end-user data retention requirements, resource utilization, and platform performance. • Support configuration, maintenance, and troubleshooting of tenant and backup solutions for OneDrive. • Assist with developing and maintaining PowerShell scripts to support OneDrive, SharePoint, M365 administration, and operational needs. • Assist with SharePoint Online administration and support. • Create and maintain reference materials, FAQs, knowledge articles, iTrain content, and user support documentation. • Assist with Proofs of Concept, pilot testing, service validation, and technical documentation. • Support action-item tracking, risk reporting, mitigation updates, escalations, accomplishments, and closures. • Contribute to bi-weekly status updates and monthly consolidated reporting.

• Audit weekly transportation invoices for accuracy and adherence to contracted pricing. • Review billed transportation routes against weekly manifests to verify order counts and Transportation Temperature Containers (TTCs) associated with each route. • Confirm that route charges align with approved contract rates and pricing agreements. • Identify billing discrepancies and collaborate with internal stakeholders to resolve issues. • Maintain accurate audit records and supporting documentation. • Create and manage Excel-based tracking tools, reports, and reconciliation spreadsheets. • Analyze invoice and route data to support accurate financial and operational reporting.

• Answer and respond to customers' requests via phone and email • Identify, research, and resolve customer issues • Provide accurate and timely ticket documentation • Meet and exceed required metrics and Service Level Agreements (SLAs) • Provide timely updates and follow up to customers • Escalate to internal representatives or system support specialists when appropriate • Identify and appropriately communicate recurring problems • Evaluate and prioritize customer problems and complaints • Comply with documented regulations, processes, and procedures

• Provide first level customer service/ technical solutions in regard to client products. • Build and maintain positive customer relations by offering personalized solutions. • Strive to exceed expectations. • Ensure requests are handled appropriately by coordinating with various functions within the company. • Schedule service calls and follow up with customers/clients. • Troubleshoots and resolves technical issues using established diagnostics tools and procedures. • Responsible for accurate data input using prescribed applications. • Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer. • Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution. • Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues. • Answer inbound/outbound customer queries. • Approaches problems flexibly and can adapt and modify approach without compromising outcome.