Application Support Analyst

Summary

Brown & Brown is an insurance brokerage and services company seeking an Application Support Analyst to provide customer-focused technical support for business applications. The role resolves user access and data issues, supports application conversions and implementations, assists with software upgrade testing, and escalates complex problems while working across phone, chat, email, and in-person channels.

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%

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Benefits

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