Application Support Analyst (Insurance)

Location: Remote or hybrid, reporting into any of 500 offices; based in Texas. Infrequent travel to offices for onsite support, conferences, and meetings, up to approximately 5%.

Salary: $28.00–$29.00 hourly.

Company

Brown & Brown provides insurance services through its Retail Division and supports SaaS and custom-built business applications.

What you will do

• Provide level 2 support for SaaS and custom-built insurance applications using documented procedures and support tools.
• Resolve customer concerns, user access issues, data errors, and business application problems through chat, email, phone, and in-person interactions.
• Troubleshoot application issues, provide solutions, and escalate complex cases to appropriate business units and technical teams.
• Support office conversions, application conversion and implementation projects, and software upgrade testing.
• Educate support customers on information security best practices and follow application access standards.
• Communicate with teammates across multiple organizational levels and departments to support effective use of Retail Division applications.

Requirements

• Associate degree, technical certification, or equivalent experience.
• Foundational knowledge of Microsoft technologies, including M365, O365, and SharePoint.
• 1–2 years of experience in customer service, technical support, application support, or insurance.

Nice to have

• 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 such as Dynamics or Salesforce.
• Experience supporting a variety of business applications in a production environment.
• Foundational knowledge of ITIL, Agile, and Scrum frameworks.
• Strong problem-solving skills for technology-related issues and complex business scenarios.

Culture & Benefits

• Meritocratic culture focused on self-starters and doing what is best for customers.
• Medical, prescription, dental, vision, life, and disability insurance.
• Employee stock purchase plan, 401(k), student loan assistance, and tuition reimbursement.
• Mental health and enhanced advocacy services.
• Paid time off, holidays, and preferred partner discounts.