The Role
Provides front-line support for enterprise business applications, managing incidents, troubleshooting access issues, data discrepancies, and workflow interruptions. The role documents and prioritizes tickets, follows ITIL-aligned procedures and SLAs, uses diagnostic tools and logs, escalates unresolved issues, and communicates with technical and nontechnical users. It supports applications including Atlas, AgencyTrak, and EasyInk while collaborating with dispatch, QA, and development teams.
Summary Generated by Built In
About our company
Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.
Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.
Learn more at www.confiemx.com
About the role
The Application Support Specialist I provides front-line support for enterprise applications critical to the organization’s daily operations, including proprietary platforms such as Atlas, AgencyTrak, EasyInk, and other integrated business systems. Unlike a general Helpdesk Technician, who primarily handles hardware, password resets, or desktop issues, this role requires applicationspecific knowledge, data awareness, and business process understanding. The Specialist operates within a complex, multi-system environment, supporting workflows, transactions, and application behaviors that directly impact sales, accounting, and customer experience. This position builds
the foundation for a career in Application Support, Incident Management, Dispatch Coordination, or Customer Success, emphasizing analytical thinking, communication, and cross-platform troubleshooting.
Equivalent industry titles may include:
- Application Support Analyst ISoftware Support Specialist I
- Business Application Technician I
- Technical Support Specialist (Application-Focused)
- Enterprise Systems Support Analyst (Entry-Level
This role supports multi-system business applications and data-driven workflows. It is distinct from general Helpdesk or Desktop Support functions, which focus primarily on hardware or endpoint troubleshooting.
Job responsibilities:
1. Incident Management & User Support
a. Serve as the initial point of contact for all application-related incidents, requests, and service inquiries.
b. Log, classify, and prioritize tickets in accordance with incident management protocols and SLAs.
c. Troubleshoot user errors, access issues, data discrepancies, and workflow interruptions within assigned systems.
d. Escalate unresolved issues to Level II support or specialized resolver groups as needed.
e. Communicate status updates clearly and consistently to end-users and supervisors.
2. System & Application Knowledge
a. Develop a working understanding of enterprise applications (e.g., Atlas, AgencyTrak, EasyInk).
b. Follow standard operating procedures (SOPs), escalation paths, and internal runbooks.
c. Use diagnostic tools, error logs, and transaction history to assist in root cause identification.
3. Process Adherence & Quality
a. Maintain accurate and complete documentation for every incident.
b. Support ITIL-aligned processes, including Incident Categorization, Prioritization, and Closure Review.
c. Participate in feedback loops to enhance knowledge base (Athena Vault) content.
4. Collaboration & Communication
a. Collaborate closely with Dispatch Coordination, QA, and Application Development teams.
b. Participate in shift handoffs and daily huddles to maintain situational awareness.
c. Exhibit professional and empathetic communication with both technical and nontechnical users.
Requirements
Scholarship: High School
Specialized knowledge:
- Foundational understanding of application behavior, data flow, and system interdependencies within multi-platform business environments.
- Awareness of incident management and ITIL principles, including ticket categorization, prioritization, and escalation protocols.
- Working familiarity with enterprise workflows such as user access management, payment processes, or policy/transaction tracking in core systems (e.g., Atlas, AgencyTrak, EasyInk).
- Ability to interpret user issues within the context of business processes, not just technical symptoms, and apply procedural discipline in documenting, triaging, and escalating incidents.
- Basic understanding of service-level agreements (SLAs), root cause concepts, and change management awareness.
Computer knowledge:
- Proficiency with ticketing and service management platforms (e.g., Jira Service Management, ServiceNow, Zendesk, or equivalent).
- Working knowledge of Microsoft 365 applications (Outlook, Teams, Excel, Word) and web-based collaboration tools.
- Familiarity with Windows operating systems, browser behavior, and common connectivity troubleshooting steps.
- Basic exposure to databases, error log interpretation, and authentication systems (Active Directory, SSO, MFA).
- Ability to follow technical instructions, navigate system consoles, and use diagnostic utilities in accordance with documented SOPs.
Experience:
- Typically 0–1 year of experience in application support, customer service, or IT operations.
- Prior exposure to software support, business system troubleshooting, or helpdesk environments preferred.
- Demonstrated ability to manage incident queues, communicate effectively with non-technical users, and document work accurately.
- Internship or practical experience in a technology support or business systems environment is advantageous.
Benefits
- Competitive weekly salary
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Life Insurance
- Growth opportunities
Skills Required
- High school education
- Foundational understanding of application behavior, data flow, and system interdependencies
- Awareness of incident management and ITIL principles
- Working familiarity with enterprise workflows such as user access management, payment processes, or policy and transaction tracking
- Ability to interpret user issues within business-process context and document, triage, and escalate incidents
- Basic understanding of service-level agreements, root cause concepts, and change management
- Proficiency with ticketing and service management platforms such as Jira Service Management, ServiceNow, Zendesk, or equivalent
- Working knowledge of Microsoft 365 applications and web-based collaboration tools
- Familiarity with Windows operating systems, browser behavior, and connectivity troubleshooting
- Basic exposure to databases, error logs, Active Directory, SSO, and MFA
- Ability to follow technical instructions, navigate system consoles, and use diagnostic utilities
- 0-1 year of experience in application support, customer service, or IT operations
- Prior exposure to software support, business system troubleshooting, or helpdesk environments
- Ability to manage incident queues, communicate with nontechnical users, and document work accurately
- Internship or practical experience in technology support or business systems
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The Company
What We Do
Confie is the largest independent personal lines insurance agency and broker in the United States, operating as a leading call center in Tijuana that provides customer service, back office support, and sales for US insurance companies.
