Agency Support Analyst

Michigan Farm Bureau Family of Companies - Lansing, MI

Full-time

Hybrid - Lansing, MI

About the position

The Agency Support Analyst is responsible for providing Level I technical support in a call center environment for up to 2,400 end-users. This role involves proactive communication regarding online production system issues and outages, as well as problem analysis, resolution, and coordination services for customers facing day-to-day operational challenges related to application software systems and technical procedures.

Responsibilities

• Provide end-user problem support by responding to issues related to computer hardware, application and system software, network communications, and related business procedures.
• Analyze and independently resolve 75% of assigned problems on initial contact with end-users.
• Request assistance from senior analysts or Level II support when immediate resolution is not possible.
• Assign unresolved complex problems to Level II technical support or other appropriate personnel.
• Dispatch unresolved network problems to the appropriate vendors.
• Follow up on all open problems to ensure timely responses to end-users.
• Document all reported problems in the problem tracking system.
• Provide support for various applications and products including FB CARES, Microsoft Office Suite, Online Forms, and more.
• Understand and support the operational aspects of the Field Force environment, including workstation and printer hardware usage.

Requirements

• High school diploma or equivalent required.
• Three years of experience in information technology or concentrated use of personal computers required.
• Good understanding of insurance concepts required.
• Demonstrated ability to communicate clearly and succinctly.

Nice-to-haves

• Associate's or bachelor's degree in business or computer science preferred.
• Experience in customer service or technical help desk environment preferred.
• Understanding of Farm Bureau's processing environment preferred.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K