Associate Production Support Analyst- 8am-5pm PST

Davita Inc.; Missouri; On-site; USD 40,000 - 70,000; Full time

Job summary

A leading company in Missouri is looking for a Production Support Analyst Associate to provide exceptional customer service in a fast-paced environment. The role involves supporting internal clients, resolving support queries, and utilizing Salesforce effectively. This position not only requires solid communication skills but also the ability to navigate multiple software platforms to track customer issues and deliver timely resolutions.

Benefits

Comprehensive benefits package including medical, dental, vision

401k

Paid time off

Employee stock purchase plan

Qualifications

• Experience with Salesforce is preferred.
• 2+ years of customer service-related work.
• Detail-oriented in error-sensitive environments.

Responsibilities

• Ensures exceptional customer service for clients.
• Maintains Salesforce Service Tickets.
• Analyzes customer requirements and provides solutions.

Skills

Communication

Problem-solving

Detail-oriented

Customer service

Education

High School diploma or equivalent

AA/AS degree

Tools

Salesforce

MS Office (Word, Excel, Outlook, Teams)

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 1st and 2nd tier customer support calls/queries/problems.
• Maintains Salesforce Service Tickets and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to the proper person or department.
• Receives and makes phone calls as needed to provide the support needed/requested by customer.
• Examines customer problems and provides accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.
• Investigates, coordinates, and tracks a wide range of customer issues and problems. Responds to customer requests within the required SLA; provides follow-up when needed.
• Analyzes, researches, and gathers customer requirements to provide solutions.
• Maintains a current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
• Uses multiple platforms for communication - Salesforce, Outlook, Microsoft Teams.
• May perform additional duties relating to specific First American applications as assigned.
• May train or provide guidance to less experienced team members.

Knowledge and Skills/Technology Used

• Comprehensive knowledge of sales transactions and client operating systems.
• Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams).
• Familiarity with supported production support software, environments, and methodology.
• Salesforce experience is preferred.
• Excellent communication, problem-solving skills, and telephone etiquette.
• Strong written, verbal, and interpersonal skills for professional communication with internal and external customers.
• Ability to organize multiple tasks simultaneously and streamline workflow management.
• Detail-oriented in error-sensitive environments.

Typical Education

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

Typical Range of Experience

• 2+ years of escrow-related work.
• 2+ years of customer service-related work.

What We Offer

By choice, we embrace individuality, support it, and thrive on it! Our People First Culture celebrates diversity, equity, and inclusion because it's essential to our success. We foster an authentic and inclusive workplace for all. You are encouraged to bring your entire, unique self to work. First American is an equal opportunity employer. Depending on eligibility, we offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and other benefits like an employee stock purchase plan.