Operational Support Analyst I

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

We are looking for an Operational Support Analyst I with strong experience supporting telephony and contact center environments. This role will provide Level 1 operational and system support, with a strong focus on troubleshooting telephony-related issues, system triage, incident management, escalations, and production support.

The ideal candidate has hands-on experience working with telephony systems in a contact center or call center environment, understands the operational impact of system issues, and can effectively troubleshoot, prioritize, escalate, and track incidents through resolution.