Roles & Responsibilities
Provide advanced technical support to customers across voice channels.
Troubleshoot issues related to SCIM provisioning, identity management, and user lifecycle processes.
Support Microsoft 365 services, Cloud App Security, and Azure-based settings.
Diagnose and resolve complex technical issues while ensuring high customer satisfaction.
Document customer interactions, solutions provided, and escalate unresolved issues to higher teams.
Work collaboratively with internal technical teams to ensure timely problem resolution.
Adhere to performance metrics, shift schedules, and support SLAs.