Application Support Analyst
About the role
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 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 our 500 offices.
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%.
Qualifications
- Associate degree, technical certification, or equivalent experience.
- Foundational knowledge of Microsoft technologies (M365, O365, SharePoint