Application Support Analyst

Brown & Brown, Inc.; Town of Texas, Northern (WI, KY); Hybrid; USD 39,000 - 41,000; Full time

Benefits offered by this job

Health benefits

401k plan

Tuition reimbursement

Job summary

Brown & Brown, Inc. is seeking an Application Support Analyst to join our growing team.

You will provide Level 2 support for SaaS and custom-built insurance applications, deliver world-class customer service via chat, email, phone, and in-person interactions, and assist with testing software upgrades and conversions. You will communicate across departments, follow SOPs, and escalate complex issues to specialists as needed.

Qualifications

• Associate degree, technical cert, or equivalent experience.
• Foundational knowledge of Microsoft technologies (M365, O365, SharePoint).
• 1–2 years of experience in customer service, technical support, application support, or insurance.
• Preferred Bachelor’s degree in computer science or related field.
• Foundational knowledge of the insurance industry.
• Experience providing technical support for SaaS applications.
• Foundational knowledge of CRM software (Dynamics, Salesforce).
• Experience in supporting a variety of business applications in a production environment.
• Foundational knowledge of ITIL, Agile, and Scrum frameworks.
• Good problem-solving skills for technology-related issues and complex business scenarios.

Responsibilities

• Provide Level 2 support for SaaS and custom-built applications.
• Deliver world-class customer service via chat, email, phone, and in-person.
• Communicate with teammates across departments to support applications.
• Follow standard operating procedures.
• Escalate complex issues to appropriate teams.
• Troubleshoot and propose solutions.
• Support application conversion and implementation projects.
• Promote information security best practices.
• Occasional travel to offices for onsite support, conferences, and meetings (up to ~5%).

Skills

Customer service

Technical support

Problem solving

Microsoft 365

CRM software

SaaS applications

ITIL/Agile/Scrum

Insurance knowledge

Education

Associate degree or technical certification

Bachelor's degree in CS or related field

Tools

Dynamics 365

Salesforce

Microsoft 365 tools

SharePoint

Job description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Brown & Brown is seeking an Application Support Analyst to join our growing team! We’re on the hunt for tech-savvy problem-solvers with a passion for delivering world-class customer service. On our team you will field customer concerns, solve user access issues, manage data errors, support office conversions, assist with testing software upgrades, and elevate complex issues as needed. Reporting to the Application Support Team Lead, this role is responsible for ensuring the timely resolution of business application related issues via phone, chat, email, and in-person support. This position is a hybrid or remote role and can report into any of our 500 offices.

How You Will Contribute:

• Provide level 2 support for SaaS and custom-built insurance applications using documented procedures and available support tools.
• Provide world class customer service through chat, email, phone, and in-person teammate interactions.
• Effectively interact and clearly communicate with teammates within multiple levels and departments of the organization, to support the effective and efficient use of the Retail Division’s business applications.
• Able to follow and execute upon standard operating practices and procedures.
• Demonstrates working knowledge in multiple applications supported by the department.
• Escalates complex issues to appropriate business units and technical teams as needed.
• Leverages application expertise to troubleshoot, problem solve and offer solutions.
• Support application conversion and implementation projects.
• Champions information security best practices through educating support customers and following access standards for business applications.
• Infrequent travel to offices for onsite support, conferences, and meetings.
• Up to ~5%.

Skills & Experience to be Successful:

• Associate degree, technical certification, or equivalent experience.
• Foundational knowledge of Microsoft technologies (M365, O365, SharePoint).
• 1-2 years of experience in customer service, technical support, application support, or insurance.
• Preferred Bachelor’s degree in computer science or equivalent experience.
• Foundational knowledge of the insurance industry.
• Experience providing technical support for SaaS applications.
• Foundational knowledge of CRM Software (Dynamics, Salesforce).
• Experience in supporting a variety of business applications in a production environment.
• Foundational knowledge of ITIL, Agile, and Scrum frameworks.
• Good problem-solving skills for technology-related issues and complex business scenarios.

Pay Range $28.00 - $29.00 Hourly The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself As an Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”. We think of ourselves as a team, so we have teammates - not employees. We strive to attract people who are competitive, driven, and disciplined. Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Company History and Culture

Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world’s largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results. With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammates—not employees, and leaders—not managers. Everything we do is about the greater “WE”—never “me.”While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission—always doing what is best for our customers.