Full-Time

Software Support Analyst

Confirmed live in the last 24 hours

First American

First American

10,001+ employees

Provides title insurance and real estate services

Financial Services
Real Estate

Compensation Overview

$27.62 - $34.53Hourly

Junior, Mid

Remote in USA

Job is remote but listed location is Santa Ana, California.

Category
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
  • 2-4+ years of directly related experience within a service desk/technical support environment.
  • Proven excellent customer service skills.
  • Good communication, problem-solving skills, telephone, e-mail, and chat etiquette.
  • Ability to use Software Support standards and follow guidelines.
  • A broad range of knowledge of current enterprise technologies such as cloud, network, desktop, server, database, telephony, VOIP (voice over internet protocol), mobile devices & tablets is required.
  • Maintains current and high-level technical skills in their field of expertise.
  • Knowledge of basic System Administration functions.
Responsibilities
  • Answer first-level incoming calls, e-mail, web portals and chats (as qualified) from internal and/or external customers by reading, opening/documenting information into ITSM tickets and resolving or escalating to the proper person or department (when necessary).
  • Provide accurate first-level solutions to customers, prioritize and escalate when necessary.
  • Provide software support instructions for intermediate-level issues in response to how-to questions from customers.
  • Follow Knowledge-Centered Service Methodology (KCS) and IT Infrastructure Library (ITIL) methodology.
  • Maintain current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
  • Enhance and develop quality support methods and communication skills through feedback, quality monitoring, and other developmental approaches.
  • May participate in on-call rotation for critical response to after-hour customer calls as needed.
  • May perform additional duties relating to specific First American applications and proprietary software as assigned.
  • Participate in Service Desk special projects, project testing, issue and problem resolution.
  • Develop relationships with other teams as a Subject Matter Expert (SME).
  • May be involved with training within the Service & Support Organization.

First American provides title insurance, specialty insurance, and various real estate-related services. Their title insurance protects homebuyers and property owners from potential ownership disputes and financial losses related to real estate transactions. The company offers a platform called myFirstAm®, which allows users to access property information, manage orders, and streamline the closing process. Unlike many competitors, First American has a vast database of property data, with over 5.5 billion document images, making it a leading provider of real estate data solutions. The company's goal is to facilitate smooth real estate transactions while ensuring that clients' investments are protected.

Company Stage

N/A

Total Funding

$800.2M

Headquarters

Santa Ana, California

Founded

1889

Simplify Jobs

Simplify's Take

What believers are saying

  • First American's strategic acquisitions, such as Mother Lode Holding Company, enhance its market position and service offerings.
  • The company's focus on digital transformation, evidenced by the acquisition of Docutech, positions it well for future growth in the digital mortgage space.
  • Being recognized as a Fortune 100 Best Company to Work For highlights a positive work culture and strong employee satisfaction.

What critics are saying

  • The recent data breach allegations could damage First American's reputation and customer trust.
  • The highly competitive real estate and insurance markets require continuous innovation to maintain market share.

What makes First American unique

  • First American's comprehensive suite of services, from title insurance to real estate data solutions, offers a one-stop-shop for real estate transactions, unlike competitors who may specialize in only one area.
  • Their proprietary platform, myFirstAm®, provides seamless access to property information and transaction management, setting them apart in terms of technological integration.
  • The company's extensive database, covering 99% of U.S. housing stock, provides unparalleled data insights for real estate and mortgage decisions.

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Benefits

401k matching

Health, vision, dental insurance

Professional development