Associate Production Support Analyst (Remote, 8am-5pm, 9:30am-6:30pm, or 6:30am-3:30pm PST)
About The Position
Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support. There are three available shifts for this role: 8:00 am- 5:00 pm PST, 6:30 am- 3:30 am PST, or 9:30 am - 6:30 pm PST.
Requirements
- Comprehensive knowledge of escrow transactions and client operating systems.
- Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)
- 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
Nice To Haves
- Familiarity with supported production support software, environments, and methodology
- Zendesk experience is preferred
- AA/AS degree preferred.
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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
