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.

Requirements

Key Qualifications

Required:

• Hands-on experience supporting telephony systems within a contact center, call center, or similar operational environment.
• Experience with Level 1 troubleshooting, incident triage, ticket management, and escalations.
• Ability to investigate and troubleshoot telephony and system-related issues in a production environment.
• Strong ownership and ability to follow incidents from initial identification through resolution.
• Strong prioritization skills, especially when managing multiple operational issues simultaneously.
• Excellent communication skills and ability to work effectively with both business and technical teams.
• Fluent English.
• Availability to work 4 weekdays + Saturday, as specified in the requisition.

Preferred

• Experience supporting contact center operations, telephony platforms, or similar customer-facing technology environments.
• Experience partnering with IT or technical support teams on incident resolution.
• Exposure to testing, release validation, or production support.
• Basic SQL knowledge is a plus.

What We’re Looking For

We’re looking for someone who combines a customer-focused mindset with strong analytical and operational skills. You should be comfortable investigating issues, determining priorities, communicating clearly with different stakeholders, and taking ownership of problems until they are resolved.

This is a great opportunity for someone who enjoys working at the intersection of operations, systems support, troubleshooting, and process improvement.

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.
By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.