Technical Helpdesk Analyst

SoftPro • Raleigh, NC

19d • Hybrid

About The Position

SoftPro is the nation's leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s technology solutions are used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial Real Estate transactions. SoftPro’s Headquarters is in Raleigh, North Carolina. SoftPro offers comprehensive health benefit offerings (medical, dental, vision, disability, etc.), 401k and Employee Stock Purchase Plans with company matching, as well as generous paid vacation time and paid parental leave. We have positions that are eligible to be 100% remote. Employees who live near our Raleigh, NC Headquarters can choose to work a hybrid (office/home) schedule. SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2025 Best Places to Work by the Triangle Business Journal! SoftPro has won this prestigious award 13 times since 2012 ! What are we looking for? SoftPro is seeking a well-rounded Technical Support Analyst to join our talented and passionate Customer Solutions team. This position is located in our Raleigh, NC office with a hybrid (office/home) weekly schedule. Remote candidates will also be considered with an appropriate amount of experience.

Requirements

• Excellent communication, organization, and interpersonal skills.
• Strong problem solving, troubleshooting, analysis and testing skills including:
• Client-Server-Database Applications
• Windows Server 2016 and later
• SQL Server 2016 and later
• Admin Accounts and Permissions
• SQL Tools such as SSMS and SentryOne
• Performance troubleshooting
• Writing and running SQL queries
• User management and Authentication (Active Directory)
• Desktop Operating Systems (Windows 11)
• Cloud and On-Prem server environments
• Terminal server technologies
• Modern Microsoft Office Suites including Office 365
• Experience with remote desktop control solutions (BeyondTrust, WebEx)
• Windows logging tools and Event Viewer log analysis
• Experience and/or support knowledge of LAN/WAN devices and network troubleshooting
• Plugin integration troubleshooting
• The ideal candidate will have a great attitude and feel comfortable working in a dynamic and fast-paced team environment.
• 2 years of previous Customer Service experience with consistently high ratings.
• The ability to meet and exceed Key Performance Indicators.
• A desire and the ability to seek out resolutions without prompting.
• Work effectively in a team environment contributing to the overall growth of the entire team.
• Demonstrate attention to detail, exhibit concise written and verbal communication skills, have strong organizational skills.
• Evening and Weekend availability as needed for rotational on-call calendar.

Responsibilities

• Provide technical remote support for all SoftPro applications and utilities to resolve outstanding issues.
• Provide high customer service to each customer you work with.
• Accurately document all customer issues, resolution steps, and gather feedback in support tracking software.
• Ability to handle several priorities and manage knowledge of multiple products and their features.
• Provide technical consultations, installations, and upgrades on our suite of products and products in development.
• Communicate implementation or configuration issues to the Business Services Group and R&D Team.
• Maintain knowledge of current and emerging computing technologies.
• Perform other duties as assigned
• Participate in regular continuing education to maintain and grow skillset.

Benefits

• SoftPro offers comprehensive health benefit offerings (medical, dental, vision, disability, etc.)
• 401k and Employee Stock Purchase Plans with company matching
• generous paid vacation time
• paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed