Application Support Specialist I

Fidelity National Financial•Jacksonville, FL

5d•$50,000 - $70,000

About The Position

Under the direction of the Application Support & Customer Experience Manager with Fidelity National Financial, the Application Support, Training and Implementation Specialist is responsible for providing technical assistance and support for software applications, ensuring smooth operation, and assisting users with application-related issues. This role involves customer support, training, and implementation of software solutions.

Requirements

High school diploma or equivalent (GED) required.
Four or more years of professional experience in Information Technology, including at least one year in application support, software implementation, training delivery, or customer-facing account support.
Strong interpersonal, customer service, and communication skills, with attention to detail, effective follow-up, and the ability to assess, resolve, and communicate customer issues to both technical and non-technical audiences.
Strong organizational, planning, and problem-solving skills with the ability to manage multiple priorities in a fast-paced, team-oriented environment.
Ability to work both independently and collaboratively within a team environment.
Proficiency with Microsoft Office applications, web-based tools, internet browsers, virtual training/webinar platforms.

Nice To Haves

Bachelor’s degree preferred.
Experience in the title insurance industry or related real estate, mortgage, or settlement services environment preferred.
Experience using AI productivity tools, such as Copilot, to enhance documentation, training development, customer support, or operational efficiency.

Responsibilities

Provide technical support for application-related issues, including diagnosing, troubleshooting, and resolving system and user-reported problems.
Respond promptly to support requests via phone, email, and chat, assisting users with application questions and issue resolution.
Partner with department leadership to assess, prioritize, and plan training initiatives aligned with business needs.
Develop, maintain, and update training materials and documentation across multiple formats, including presentations, job aids, and knowledge base articles, based on user feedback, survey results, system enhancements, and support ticket trends.
Facilitate training sessions and customer webinars using effective instructional techniques that support diverse audiences with varying learning styles, educational backgrounds, and experience levels.
Provide training and user support during system implementations, product launches, and go-live events, collaborating with cross-functional teams to support successful application deployment, integration, and ongoing adoption.
Collaborate with cross-functional teams to support successful application deployment, integration, and ongoing adoption.