Application Support Analyst

The Application Support Analyst at Brown & Brown is primarily responsible for providing level 2 support for SaaS and custom insurance applications. This includes addressing customer concerns via various channels, troubleshooting user access issues, managing data errors, and assisting with software upgrades. Additionally, the role involves collaborating with various departments to ensure the effective use of applications and escalating complex issues when necessary.

To become an Application Support Analyst at Brown & Brown, candidates are typically required to have an associate degree or technical certification, though a bachelor’s degree in computer science is preferred. Additionally, 1-2 years of experience in customer service, technical support, or application support is beneficial. A foundational knowledge of Microsoft technologies and CRM software is also preferred.

At Brown & Brown, we prioritize the growth and development of our Application Support Analysts by offering robust training programs and access to advanced seminars. This commitment to professional growth is further supported with opportunities for tuition reimbursement and financial assistance for continued education, ensuring our team members can attain certifications and advance their skills.

Success as an Application Support Analyst at Brown & Brown hinges on strong problem-solving skills for addressing technical issues and complex scenarios. In addition, good communication skills are crucial for effectively interacting with team members and clients. Familiarity with SaaS applications and a foundational knowledge of ITIL, Agile, and Scrum frameworks are also highly beneficial.

The Application Support Analyst position at Brown & Brown offers both hybrid and fully remote options. This means that while you can work from the convenience of your home, you also have the flexibility to report to any of our 500 offices as needed for in-person support, conferences, or team meetings.

In answering this question, provide specific examples of SaaS applications you have supported in previous roles. Highlight your troubleshooting experiences and any relevant metrics that demonstrate your effectiveness in resolving technical issues or enhancing user satisfaction.

To respond effectively, share your approach to prioritization, possibly using a method such as evaluating requests based on urgency and impact. Discuss any tools or techniques you use to organize your tasks and ensure timely resolutions for customers.

Choose a clear example of a complex issue you faced and explain the escalation process. Detail what steps you took and how effective communication played a role in resolving the situation, emphasizing the positive outcome.

When addressing this question, focus on your customer service skills. Explain how you would actively listen to the customer, empathize with their frustration, and assure them of your commitment to resolving their issue. Mention follow-up actions to ensure continued satisfaction.

Discuss how you utilize online courses, webinars, professional networks, or trade publications to keep your skills relevant. Emphasize your eagerness to learn and adapt, as this is crucial in the ever-evolving tech landscape.

In your response, succinctly outline your understanding of ITIL or Agile principles. Give specific examples of how you have applied these methodologies in your past positions, emphasizing their importance in enhancing service delivery.

Mention the specific tools you’ve used, such as Zendesk, Jira, or ServiceNow, and describe how you utilized them effectively to track and resolve customer issues. Provide examples of the results or improvements experienced as a result of your management.

Address how you foster collaboration through regular updates, cross-departmental meetings, and leveraging communication tools such as Slack or Microsoft Teams to keep everyone aligned and informed about ongoing support initiatives.

Here, highlight how you would develop training sessions, create user-friendly guides, and provide one-on-one support to enhance user knowledge. Emphasize your experience in conducting training workshops or creating resources to empower users.

Craft a response that reflects your passion for the role, the company's culture, and your excitement about contributing to Brown & Brown's mission. Share how your values align with the company's commitment to customer service and teamwork.