Application support analyst

Brown & Brown; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking an Application Support Analyst to join its team. This role involves providing level 2 support for SaaS and custom-built applications while ensuring excellent customer service. Candidates should have an associate degree, relevant experience in technical support, and foundational knowledge of Microsoft technologies. Competitive hourly pay ranging from $25 to $29, with comprehensive benefits offered.

Benefits

Health benefits

401k

Tuition reimbursement

Paid time off

Qualifications

• Associate degree, technical certification, or equivalent experience.
• 1-2 years of experience in customer service or technical support.
• Foundational knowledge of SaaS applications and the insurance industry.

Responsibilities

• Provide level 2 support for SaaS insurance applications.
• Deliver world-class customer service via chat, email, and phone.
• Troubleshoot and problem-solve technology-related issues.

Skills

Customer service experience

Technical support knowledge

Problem-solving skills

Education

Associate degree

Bachelor’s degree in computer science

Tools

Microsoft M365

CRM Software (Dynamics, Salesforce)

Job description

Overview

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!

Reporting to the Application Support Team Lead, the Application Support Analyst is responsible for ensuring the timely resolution of business application related issues via phone, chat, email support.

Responsibilities

• 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.
• Effectively interact and clearly communicate with team members 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.

Skills & Experience to Be Successful

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

Pay Range

Pay Range: $25 - $29 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, 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”.