Farm Bureau Insurance of Michigan · 7 hours ago
Agency Support Analyst
Lansing, MI
Full-time
Onsite
Mid Level
3+ years expFarm Bureau Insurance of Michigan is seeking an Agency Support Analyst to provide Level I technical support in a call center environment for up to 2,400 end-users. The role involves proactive communication regarding system issues, problem analysis, and resolution for various software and hardware-related inquiries.
Auto InsuranceCommercial InsuranceFinancial ServicesHealth InsuranceInsuranceLife InsuranceProperty Insurance
Responsibilities
Provide end-user problem support by giving immediate response to end-user problems and questions related to computer hardware, application and system software, network communications, batch production processing, system and network administration, and related business procedures
Analyze and independently resolve 75 percent of assigned problems on initial end-user contact
Request assistance of senior analyst or Level II support if unable to determine immediate resolution
Assign unresolved complex problems to Level II technical support or other support personnel as appropriate
Dispatch unresolved network problems to appropriate vendors
Follow up on all open problems to assure timely response to the end-user
Document all reported problems on the problem tracking system
Provide a solid level of support to applications and products including, but not limited to, FB CARES, Microsoft Word, Excel, Outlook, Online Forms, Eforms, Security Forms, Auto/Member, Homeowners, BAP Quote, Customer Center/Lienholder, Document Center, Farmowners, Life Solutions, Photo Upload, RCT, BVS, Life Wizard, Online Manuals, Guardian, Farm Bureau Portal knowledge and navigation, Internet Explorer, Agent Log File, US Signal, Payroll’s ADP EeTime, LexisNexis-MVRs/Pay Advantage, Active Directory, Query, printing of all applications, printing hardware problems, Office Communicator, basic mainframe knowledge, Cipher Trust, E-mail Encryption, and Password Self Service
Provide a solid level of understanding and knowledge related to the operational aspects of the Field Force environment including workstation and printer hardware usage
Qualification
Required
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, succinctly and in a manner that appeals to a wide audience
Preferred
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
Dental
Vision
401K
Company
Farm Bureau Insurance of Michigan
At Farm Bureau Insurance we’re dedicated to serving Michigan - and only Michigan.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Donald Simon
Chief Executive Officer
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