Associate Production Support Analyst- 5am-2pm PST

First American Financial; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in title insurance and settlement services seeks a Production Support Analyst Associate to excel in customer service and support transaction-related queries. This role is ideal for individuals with 2+ years of experience in customer service and a desire to support a diverse and inclusive work environment. The company offers comprehensive benefits including medical, dental, vision, and a 401k plan.

Benefits

Medical, dental, and vision coverage

401k plan

Paid time off (PTO)

Sick leave

Employee stock purchase plan

Qualifications

• 2+ years in customer service roles.
• Familiarity with sales transactions and client operating systems.
• Experience with production support software preferred.

Responsibilities

• Ensures exceptional customer service for our customers.
• Maintains Salesforce Service Tickets and supports via multiple platforms.
• Investigates and resolves customer issues within SLA.

Skills

Communication

Problem Solving

Detail-oriented

Telephone Etiquette

Interpersonal Skills

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 held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do
The Production Support Analyst Associate works in a production environment that specifically deals with sales-related transactions. This position functions as a key contact supporting internal clients and is responsible for providing exceptional customer and Salesforce support.

Job Description

• Ensures exceptional customer service for our customers
• Interfaces with customers to resolve support calls/queries/problems.
• Maintains Salesforce Service Tickets and online chat support by documenting information into tickets and resolving or escalating issues.
• Provides support via phone as needed to assist customers.
• Examines customer problems and provides solutions to ensure customer productivity, escalating issues as necessary.
• Investigates, coordinates, and tracks customer issues, responding within SLA and providing follow-up.
• Analyzes and researches customer requirements to provide solutions.
• Maintains knowledge of relevant products and support policies to deliver accurate solutions.
• Uses multiple communication platforms such as Salesforce, Outlook, and Microsoft Teams.
• Performs additional duties related to specific applications as assigned.
• May train or guide less experienced team members.

Knowledge and Skills/Technology Used

• Knowledge of sales transactions and client operating systems.
• Familiarity with MS Office products.
• Experience with production support software and environments is preferred.
• Salesforce experience is preferred.
• Strong communication, problem-solving, and telephone etiquette skills.
• Excellent interpersonal skills and professionalism.
• Ability to manage multiple tasks efficiently.
• Detail-oriented 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 diversity, equity, and inclusion, supporting your authentic self at work. Our comprehensive benefits include medical, dental, vision, 401k, PTO, sick leave, and an employee stock purchase plan. First American is an equal opportunity employer.