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Operational Support Analyst I (USFCMBH)

36857

Farmers– where ambition meets opportunity.

Farmers is known for more than its unforgettable jingle – it’s a team with a passion for purpose and making a real difference in people’s lives. Farmers employees deliver peace of mind when it matters most. The organization’s results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on the team. Farmers employees tackle challenges head-on, learn from every experience and measure their impact on the customers who trust them.

Join us and help power the success of Farmers. As a team member, you’ll collaborate with Farmers’ award-winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers.

Ready to make your mark? Discover Farmers’ vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate.

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.

Experience 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

This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance-based bonuses, comprehensive benefits, and ongoing training and development resources.

Important Hiring Conditions and Disclosures 

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.

About Farmers Insurance
"Farmers Insurance®" and "Farmers®" are tradenames for a group of insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services products. Farmers Insurance Exchange, the largest of the three primary insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2025 Fortune 500 list. For more information about Farmers Insurance, visit Farmers.com.

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