Full-Time

Software Support Analyst

Posted on 11/16/2024

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 primarily remote but includes Santa Ana, California as a location.

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 buyers' investments and ownership rights during real estate transactions, ensuring that the property title is clear of any issues. The company offers a platform called myFirstAm®, which allows users to access property information, maps, and manage open orders conveniently. First American differentiates itself from competitors by offering a comprehensive range of services that include mortgage lender solutions, real estate data solutions, home warranty products, and trust services, all designed to streamline transactions and reduce risks. The company's goal is to facilitate smooth real estate transactions while protecting clients' investments and providing valuable insights into the real estate market.

Company Stage

N/A

Total Funding

$800.2M

Headquarters

Santa Ana, California

Founded

1889

Simplify Jobs

Simplify's Take

What believers are saying

  • Acquisition of Mother Lode Holding expands market share in title insurance.
  • Docutech purchase boosts digital mortgage solutions, increasing information revenue by 38%.
  • Investment in fintech like Knock aligns with growing tech integration in real estate.

What critics are saying

  • Allegations of data exposure could harm First American's reputation and lead to legal issues.
  • Integration of Mother Lode Holding may face challenges, risking expected synergies.
  • Dependence on digital mortgage solutions could be risky if market or technology shifts.

What makes First American unique

  • First American offers comprehensive title insurance and settlement services nationwide.
  • The company provides extensive real estate data solutions with a vast document image database.
  • First American's venture arm invests in fintech, enhancing its technological integration.

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Benefits

401k matching

Health, vision, dental insurance

Professional development

INACTIVE