Who We Are

NFP is a six-time Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We’re a recognized Elite Agency award winner and a leading property and casualty broker, benefits consultant, wealth manager, and retirement plan advisor. NFP provides solutions enabling client success through the expertise of over 7,000 global employees, investments in innovative technologies, and enduring relationships with highly rated insurers, vendors and financial institutions. To learn more, please visit: https://www.NFP.com.

The Role at NFP

In this role at NFP, you will be supporting help NFP employees who are experiencing difficulties in using Property & Casualty technology applications, especially Applied EPIC. This is a work from home role where you’ll join a fun, experienced and motivated team of customer service & help desk professionals that are sprinkled remotely between Canada and the US.

The ideal Application Support Analyst candidate is an expert problems solver with a strong background in customer service and insurance. Your experience combined with your drive to deliver excellent customer satisfaction and first call/contact resolution will allow you to make an impact at NFP.

What You’ll Do

• Provide support for Applied EPIC and other P&C Technology products and services as required. This includes answering questions, troubleshooting problems, teaching or instructing customers regarding software or some hardware functionality, and communicating the appropriate procedures where necessary
• Make a record of all client info and problem information in the SalesForce Ticket System. Continue to monitor issue and update tickets with appropriate journal entries of activities, closing tickets with resolution entered upon completion of the job
• Resolve Level 1 work orders verifying that suggested solutions effectively resolve the user’s problems through verbal or email follow-up. Escalate complex and/or high priority problems, configuration and conversion issues to the appropriate support groups for resolution

What You Bring

• Typically, 2+ years in a customer service or help desk role preferably in the insurance industry
• Knowledge of Applied EPIC or similar agency management system strongly preferred
• Ability to learn and support new and fast-changing technologies
• Strong interpersonal skills with good work habits under pressure
• Familiarity with a wide range of standard office automation products is a must
• Analytical & logical mindset with some troubleshooting experience
• Detail oriented with excellent time management skills
• Ability to work autonomously in a remote environment with little supervision
• Must have a good command of the English language in order to provide effective phone, desk-side, and email support. Bilingualism in French/Quebecois is a plus

What We Offer

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

NFP and You... Better together!

NFP is an inclusive Equal Employment Opportunity employer.