Note: The job is a remote job and is open to candidates in USA. Tivly is a digital commercial insurance marketplace that connects insurance providers with businesses seeking coverage through technology and customer support. The Application Support Analyst will provide initial help desk triage, replicate and document issues, support business intelligence reporting, maintain documentation, and assist internal teams with technical troubleshooting and process improvements.
Responsibilities
- 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
- Help internal customers 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 analytics teams to make reporting clearer, more consistent, and more trustworthy
- 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
- 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
Skills
- Candidates must currently reside in one of the following states: Alabama, Florida, Georgia, Michigan, Mississippi, Missouri, North Carolina, Oklahoma, Tennessee, Texas, or Virginia
- High school diploma or equivalent required
- An associate or bachelor's degree in IT, information systems, analytics, or a related field, or equivalent practical experience, is a plus
- Comfort learning new systems quickly, including CRM, ticketing, and BI/reporting tools
- Familiarity with querying and working with relational data (e.g., MySQL, PostgreSQL); willingness to learn matters more than existing expertise
- Ability to gather logs, reproduce issues, and write clear technical tickets
- Experience with logging and observability tools (e.g., Datadog)
- 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
- 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
Benefits
- Remote (select states): candidates must currently reside in Alabama, Florida, Georgia, Michigan, Mississippi, Missouri, North Carolina, Oklahoma, Tennessee, Texas, or Virginia.
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