Agency Support Analyst - CRM Focus

Salary: $88,000 - 125,000 per year Requirements:

• High school diploma or equivalent necessary
• Minimum of three years experience in information technology or extensive use of personal computers
• Strong comprehension of insurance principles required
• Proven ability to communicate clearly and effectively to diverse audiences
• Associates or bachelors degree in business or computer science is preferred
• Experience in customer service or a technical help desk environment is preferred
• Familiarity with Farm Bureaus operational environment is preferred

• Provide immediate assistance to end-users with issues related to computer hardware, application software, and network communications
• Analyze and resolve approximately 75% of issues during initial contact with users
• If needed, escalate complex issues to senior analysts or Level II support
• Assign unresolved issues to appropriate Level II technical support or other personnel
• Coordinate with vendors for unresolved network-related issues
• Follow up on open issues to ensure timely resolution for users
• Document all reported problems within the problem tracking system
• Maintain support for various applications including FB CARES, Microsoft Office Suite, Online Forms, and more
• Understand the operational aspects of the Field Force environment, particularly workstation and printer usage

• Hardware
• Support
• Network
• Active Directory
• Excel
• Security

More:

We are seeking an Agency Support Analyst to offer Level I technical support in a dynamic call center setting for up to 2,400 end-users. Our mission is to ensure effective communication regarding production system issues and to assist our customers with their software and operational challenges. We provide a comprehensive benefits package, including medical, dental, vision, and 401K options. Join our team and contribute to a supportive environment dedicated to exceptional service.

last updated 32 week of 2026