Software Support Analyst

First American•Santa Ana, CA

3d•Remote

About The Position

As a Technical Support Center Software Support Analyst at First American, you will provide critical front-line support to external customers, primarily real estate professionals, as well as internal employees using First American proprietary applications. You will provide timely support to customers using proprietary software applications across multiple devices, operating systems, and web browsers. Responsibilities include guiding customers through registration and login issues, troubleshooting basic application functionality and features, and delivering support through phone and email channels. The role also requires utilizing knowledge base resources and AI-enabled support tools to efficiently troubleshoot issues, improve resolution times, and enhance the customer support experience. In addition, you will follow escalation procedures, collaborate effectively with next-level support teams, and maintain compliance with information security processes and standards. As a Knowledge-Centered Service (KCS) organization, success in this role requires a strong record in KCS practices, including “UFFA,” early problem recognition, and the ability to quickly determine the appropriate resolution or escalation path while delivering an excellent customer service experience.

Requirements

Bachelor’s degree in IT or related field, or equivalent hands-on experience.
2-4 years of related experience within a service desk/technical support environment required.
Ability to adapt to changing environments, evolving technologies, and new processes while quickly learning and applying new skills.
Experience supporting using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.
Familiarity with supporting end users in AI-enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred.
HDI Support Center Analyst preferred.
Experience with Knowledge Centered Service (KCS) – experience using knowledge bases.
Strong verbal and written communication, problem-solving, and excellent customer service skills, including professional phone etiquette.
Ability to use Service Desk standards and follow guidelines.
Working knowledge of web browsers, operating systems, Apple products (with a focus on mobile devices), and Android environments to support end-user troubleshooting and issue resolution.
Maintains current and high level of technical skill in the field of expertise, including awareness of emerging AI technologies and workplace productivity tools.
Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes.

Nice To Haves

Experience supporting using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.
Familiarity with supporting end users in AI-enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred.
HDI Support Center Analyst preferred.

Responsibilities

Provide first-level support for proprietary software applications for First American external customers through phone support and email.
Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting.
Utilize AI-powered tools to troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity.
Utilize Knowledge-Centered Service (KCS), knowledge base resources, and AI-enabled support tools to improve troubleshooting efficiency, resolution times, and customer experience.
Create and maintain knowledge base articles and support documentation while contributing to continuous process improvement initiatives.
Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross-functional teams when needed.
Maintain current knowledge of supported software, proprietary applications, AI tools, support policies, and information security standards to deliver accurate and secure customer support.
Participate in special projects, testing, continual training activities, and support as required by business needs.