Application Support Analyst

Brown & Brown Insurance•Plano, TX

2d•$28 - $29•Hybrid

About The Position

Brown & Brown is seeking an Application Support Analyst to join their growing team. This role is for tech-savvy problem-solvers with a passion for delivering world-class customer service. The analyst will field customer concerns, solve user access issues, manage data errors, support office conversions, assist with testing software upgrades, and escalate 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 their 500 offices.

Requirements

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.

Nice To Haves

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.

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.
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%.