Aflac is a Fortune 500 company and an industry leader in voluntary insurance products. They are seeking an Application Support Engineer I to respond to customer inquiries, troubleshoot technical issues, and collaborate with cross-functional teams to enhance service quality and customer satisfaction.
Respond promptly and professionally to customer inquiries through multiple channels
Troubleshoot and resolve technical issues using logs, monitoring data, and diagnostic tools
Escalate unresolved or complex issues to senior team members or development teams when required
Execute standard operating procedures during incidents to minimize disruption and restore service
Update and maintain operational runbooks and internal knowledge bases with clear, concise information
Document incidents and resolutions in ticketing systems to support knowledge reuse and transparency
Work closely with cross-functional teams, such as developers, infrastructure, and QA, Business units and External Customers to resolve issues
Lead clear communication during active incidents to manage expectations and minimize confusion
Assist in the resolution of deployment issues and apply temporary workarounds when needed
Contribute to internal knowledge sharing through documentation and participation in team sessions
Support training initiatives by sharing best practices and process improvements
Analyze recurring issues to identify root causes and propose process enhancements
Participate in initiatives that improve team efficiency, service quality, and customer satisfaction
Write basic SQL queries to retrieve data for troubleshooting and analysis
Assist with data validation and support reporting requests related to application support
Liaise with stakeholders to understand business impact and urgency, adjusting prioritization to meet service expectations
Performs other duties as required
Qualification
Required
Understanding of ITIL concepts and terminology
Proficiency in troubleshooting, using logs and monitoring data
Ability to analyze data sets and generate reports
Understanding the importance of maintaining quality standards
Effective communication with stakeholders at various levels
Bachelor's Degree Computer Science, Information Systems, Business Administration or related field
0 - 2+ years of technical application support, business support, or other related experience
Or an equivalent combination of education and experience
Preferred
Everwell experience highly preferred
Benefits
Medical, dental, and vision coverage
Prescription drug coverage
Health care flexible spending
Dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
Annual bonuses
An opportunity to purchase company stock
11 paid holidays
Up to 20 days PTO to be used for any reason
If eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
Other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being
Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities
Hybrid work arrangement if you live within 50 miles of the Aflac offices located in Columbus, GA or Columbia, SC (work in office at least 60% of the work week and work from home remainder)
Remote work arrangement if you live more than 50 miles from the Aflac offices located in Columbus, GA or Columbia, SC (work from home within the continental US with occasional office visits as requested)
Aflac is a company that offers individuals and companies supplemental disability insurance.
