Note: The job is a remote job and is open to candidates in USA. First American provides title insurance protection and professional settlement services for real estate transactions. The Associate Production Support Analyst provides customer and software support for escrow-related transactions, manages communication channels and support tickets, resolves customer issues, and escalates matters as needed.
Responsibilities
- Ensures exceptional customer service for our customers
- Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department
- Multiple platforms used for communication – Outlook, Microsoft Teams, Zendesk
- Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary
- Responds to customer requests within the required SLA; provides follow up when needed
- Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers
- May perform additional duties relating to specific First American applications as assigned
- May train / provide guidance to less experienced team members
Skills
- Comprehensive knowledge of escrow transactions and client operating systems
- Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)
- Familiarity with supported production support software, environments, and methodology
- Excellent communication, problem solving skills and telephone etiquette
- Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner
- Ability to organize multiple tasks simultaneously and streamline workflow management
- Detail oriented, error intolerant environment
- High School diploma or equivalent
- 2+ years of escrow related work
- 2+ years customer service-related work
- Zendesk experience is preferred
- AA/AS degree preferred
Benefits
- Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
- Remote work arrangement.
Company Overview