IT Customer Support Analyst

Customer service-oriented agent to provide customer support to our customer/agent website portal users in an efficient and accurate manner. This role would be considered as the first line of support to resolve technical problems with registering a customer or agent via the web portals. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Essential Duties

  • Support clients with website and password issues.
  • Receive and respond to incidents and requests for technical assistance.
  • Follow up on open tickets from the ServiceNow (our IT ticketing system), escalate problems to other IT groups (when appropriate) to obtain timely resolution.
  • Documents, tracks, and monitors the problems to ensure a timely resolution.
  • Inventory Hardware once received
  • Ensure IT inventor is accurate.


This job has no supervisory responsibilities.


  • Able to demonstrate good customer service skills.
  • Able to demonstrate proficiency with Microsoft operating systems, MS Office applications and communications technology devices.
  • Able to demonstrate basic hardware and software trouble shooting skills.
  • Able to demonstrate good problem solving & critical thinking skills.
  • Able to demonstrate good organizational skills and ability to attend to details.
  • Able to demonstrate willingness to work as a team player.
  • Attention to detail.
  • Ability to multi-task.
  • Solid written and verbal communication skills.
  • Interpersonal skills to develop relationship within the system to enhance the appropriate flow of information.
  • Strong Analytical skills and a self-starter attitude necessary.
  • Experience working in dynamic and fluid organizations within a small team environment a plus.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Prefer an associate degree in an Information Technology related field, but can have work related experience in lieu of degree.


Ability to read and comprehend detailed instructions, correspondence, and memos. Ability to professionally execute excellent verbal and written communications. Ability to effectively present information in one-on- one and small group situations to customers, clients, and other employees of the organization.


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand and walk.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.



The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually moderate.


NOTE:  This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this list is intended to be an accurate reflection of the current job, Frontline Homeowners Insurance reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change.


I have carefully read and understand the contents of this job description.  I understand the responsibilities and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at will employee.  I have the right to terminate my employment at any time and for any reason and Frontline Homeowners Insurance has a similar right.


Career Submission