Associate Production Support Analyst (Remote)

First American • Washington, DC

15d • $23 - $31 • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED