Associate Production Support Analyst- 5am-2pm PST

Davita Inc.; Minnesota; On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in the title insurance sector is seeking a Production Support Analyst Associate. This role involves supporting sales-related transactions in a dynamic environment, ensuring exceptional customer service and managing technical support tasks. Candidates should have strong communication skills and relevant experience in customer service, with a preferred background in Salesforce and escrow-related work.

Benefits

Comprehensive benefits package including medical, dental, vision

401k and PTO/sick leave

Employee stock purchase plan

Qualifications

• 2+ years in escrow-related work.
• 2+ years in customer service roles.
• Salesforce experience preferred.

Responsibilities

• Ensure exceptional customer service for clients.
• Handle first and second-tier support calls.
• Document and resolve customer issues via Salesforce.

Skills

Communication

Problem-solving

Attention to detail

Education

High School diploma or equivalent

AA/AS degree preferred

Tools

Salesforce

MS Office

Job description

Who We Are

Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances, and equity loans. Since 1889, First American (NYSE: FAF) has believed in its people. We are passionate about what we do and foster an environment where everyone feels welcome, supported, and empowered to innovate and reach their full potential. Our inclusive, people-first culture has earned us numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also been recognized as a top place to work for women, diversity, and LGBTQ+ employees, and featured on more than 50 regional best places to work lists. First American strives to be a great place to work for all. For more information, visit www.careers.firstam.com.

What We Do

The Production Support Analyst Associate supports sales-related transactions in a production environment. This role acts as a key contact supporting internal clients, providing exceptional customer service and Salesforce support.

Job Description

• Ensure exceptional customer service for clients.
• Handle first and second-tier support calls/queries/problems from customers.
• Maintain Salesforce Service Tickets and online chat support by documenting and resolving or escalating issues.
• Make and receive phone calls to support customer needs.
• Analyze customer problems and provide accurate, creative solutions, escalating as necessary.
• Investigate, coordinate, and track a wide range of customer issues, responding within SLA and following up as needed.
• Research and gather customer requirements to provide solutions.
• Stay current with relevant products and support policies to ensure accurate assistance.
• Use multiple communication platforms including Salesforce, Outlook, and Microsoft Teams.
• Perform additional duties related to specific First American applications as assigned.
• Train or guide less experienced team members as needed.

Knowledge and Skills/Technology Used

• Knowledge of sales transactions and client operating systems.
• Familiarity with MS Office (Word, Excel, Outlook, Visio, Teams).
• Experience with supported production support software and environments.
• Salesforce experience is preferred.
• Excellent communication, problem-solving, and telephone etiquette skills.
• Strong written, verbal, and interpersonal communication skills.
• Ability to manage multiple tasks and streamline workflows.
• Attention to detail in error-sensitive environments.

Typical Education

• High School diploma or equivalent.
• AA/AS degree preferred.

Typical Range of Experience

• 2+ years in escrow-related work.
• 2+ years in customer service roles.

What We Offer

We embrace individuality, supporting and thriving on diversity, equity, and inclusion. Our People First Culture celebrates authenticity and inclusivity. Bring your whole self to work. First American is an equal opportunity employer. We offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/sick leave, and other benefits like an employee stock purchase plan.