IT Customer Support Analyst I

Overview

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2026!

Position Summary:

The Customer Support Center Analyst I role provides remote first-tier helpdesk support for internal and external customers via phone, chat, and self-service. Serving as the first point of contact for technical issues for all internal and external customers for AIS, Mercury, and Orion customers.  

Geo-Salary Information

An in-person interview may be required during the hiring process

State specific pay scales for this role are as follows:

$51,307 to $92,353 (NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$46,643 to $83,957 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$41,978 to $75,561 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

In CA: Typical hiring range is $64,647.00  to $89,787.50  

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Essential Job Functions:

• Provides customer focused helpdesk support performing remote troubleshooting through diagnostic techniques and pertinent troubleshooting which may include recreating user problems.  With the end goal of guiding the customer toward resolution
• Process account password reset, unlocks and extension following company PCI standards
• Prioritize customer satisfaction in every interaction, directing unresolved issues to the next level for prompt resolution
• Ensures all customer interactions are documented in a CRM tool
• Follow up with customers to ensure satisfactory service
• Ensures all department and company policies, procedures security, and PCI measures are strictly followed during all customer interactions and in daily operations
•  Regular attendance at work on a full-time schedule of at least 8 hours and 40 hours per week
• Other functions may be assigned

Qualifications

Education:

Minimum:

• Associate degree in computer science, Information Systems, Engineering, or related field, or equivalent combination of education and work experience. 

Experience:

Minimum:

• 2 years of customer service experience preferably in Call Center or Helpdesk.

Knowledge and Skills:

• Type minimum of 35 WPM.
• Strong customer service background.
• Experience working as an IT help desk technician or in a similar customer support role.
• Experience working with Service Now or similar CRM tool.

Personal Attributes

• Highly self-motivated and directed.
• Good problem-solving and analytical skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Patient, friendly demeanor with a great aptitude for listening.
• Strong verbal and written communication skills.
• Commitment to providing exceptional customer service.
• Team-oriented mindset with an openness to constructive feedback.

About the Company

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

Perks and Benefits

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Pay Range