Hybrid Remote Application Support Analyst — SaaS & CRM

Brown & Brown; Town of Texas (WI); Hybrid; USD 39,000 - 40,000; Full time

Job summary

Brown & Brown is seeking an Application Support Analyst to join our growing team. You will provide level 2 support for SaaS and custom-built insurance applications and deliver world-class customer service across chat, email, phone, and in-person interactions.

You will escalate complex issues, support application conversion projects, and promote information security best practices. This hybrid/remote role offers opportunities for travel up to 5% and collaboration with multiple departments.

Qualifications

• 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.
• PreferredBachelor’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).
• Foundational knowledge of ITIL, Agile, and Scrum frameworks.

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, and in-person teammate interactions.
• Escalate complex issues to appropriate business units and technical teams as needed.
• Support application conversion and implementation projects.
• Champion 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

Customer service

Technical support

Application support

Problem solving

Communication skills

Education

Bachelor’s degree in computer science

Associate degree or technical certification

Tools

Microsoft 365

SharePoint

Dynamics CRM

Salesforce CRM

SaaS applications

ITIL

Job description

Brown & Brown is seeking an Application Support Analyst to join our growing team. You will provide level 2 support for SaaS and custom-built insurance applications and deliver world-class customer service across chat, email, phone, and in-person interactions.

You will escalate complex issues, support application conversion projects, and promote information security best practices. This hybrid/remote role offers opportunities for travel up to 5% and collaboration with multiple departments.