Agency Support Analyst - CRM Focus
Core
Provide Level I technical support to end-users for hardware, software, and network issues in a call center environment.
Role type
Level I IT Support Analyst
Builds
Operational stability for Field Force workstations and applications
Domain
Insurance technology / IT Help Desk
Deliverable
client delivery
Required skills
Hardware troubleshooting, network communications, application software support, problem tracking, vendor coordination, Microsoft Office Suite, Active Directory, Excel
Preferred skills
Insurance principles knowledge, customer service experience, technical help desk experience, Farm Bureau operational familiarity
Technologies
Hardware, Network, Active Directory, Excel, Security, FB CARES, Microsoft Office Suite, Online Forms
Responsibilities
Provide immediate assistance to end-users with hardware, software, and network issues; Analyze and resolve approximately 75% of issues during initial contact; Escalate complex issues to senior analysts or Level II support; Coordinate with vendors for unresolved network-related issues; Document all reported problems within the problem tracking system; Maintain support for various applications including FB CARES and Microsoft Office Suite.
