Application Support Analyst

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Tivly

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤝 B2B

🏪 Marketplace

💰 $26M Venture Round - Tivly on 2022-11

B2B • Marketplace

Tivly is an online commercial insurance matching platform and licensed insurance agency that helps business owners quickly find and purchase business insurance. The company connects businesses to a network of 350+ top-rated insurance providers nationwide, offering coverage options like general liability, commercial auto, workers' compensation, property, professional liability/E&O, cyber, and more. Tivly provides same-day proof of coverage, a mix of phone and online intake options, and has served millions of businesses since 2009, positioning itself as a B2B marketplace and trusted intermediary between business customers and insurance carriers.

📋 Description

• Help Desk Triage & Issue Replication • Serve as the first point of contact for issues reported in the help desk channel, performing initial triage to separate genuine problems from repetitive or non-critical noise • Gather logs, reproduce reported issues, and document clear, well-scoped tickets so that senior engineers and DevOps know where to look • Act as a liaison between representatives, supervisors, and technical teams to close the gap between what is reported and what is actually happening • Monitor an escalated help desk channel, working from team-lead archives to investigate real issues without being overwhelmed by duplicate reports • Data & Reporting Support for Client Services • Help Client Services interpret data by working in business intelligence tools such as Domo, Looker, or Power BI • Take ownership of an existing library of reports and dashboards, reviewing how metrics are calculated, standardizing inconsistent definitions, and updating legacy reports with more accurate logic • Partner with the data and Client Services teams to make reporting clearer, more consistent, and more trustworthy • Documentation & Knowledge Management • Capture and document CRM capabilities and processes that are currently undocumented or held as tribal knowledge • Build and maintain user guides, FAQs, and troubleshooting references that reduce repeat questions and speed up onboarding • Continuously improve documentation as systems and processes change • Cross-Team & DevOps Support • Assist DevOps with technical troubleshooting as needed (e.g., investigating 504 errors, timeouts, and other backend symptoms surfaced through support) • Support Marketing and other internal stakeholders as a recognized internal customer of the support function • Help identify recurring pain points and surface process improvements to the broader team.

🎯 Requirements

• High school diploma or equivalent required • Associate or bachelor’s degree in IT, information systems, analytics, a related field, or equivalent practical experience, is a plus • Previous experience in a help desk, technical support, call center, or operations-support role preferred • Exposure to a business intelligence or reporting tool (Domo, Looker, Power BI, Tableau, or similar) is strongly preferred; hands-on report-building experience is a plus • Familiarity with CRM platforms and with reading logs to triage issues is a plus • Comfort learning new systems quickly, including CRM, ticketing, and BI/reporting tools • Basic familiarity with querying or working with data (e.g., SQL) is a plus but not required • Strong problem-solving mindset : the single most important attribute for this role • Excellent attention to detail and a habit of documenting as you go • Strong written and verbal communication, able to translate between technical and non-technical audiences • Customer-service orientation and the ability to manage multiple priorities in a fast-paced environment • Genuine willingness to learn new tools and grow into the data and reporting side of the role.

🏖️ Benefits

• Application Support Analyst • Competitive salary • Flexible working hours • Development opportunities