Production Support Analyst Associate - Remote (10am-7pm PT)

First American; California, Santa Ana (MO, CA); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Production Support Analyst Associate to join their remote team. This role is pivotal in providing exceptional customer and software support, focusing on escrow-related transactions. You will be the key contact for internal and external clients, ensuring their needs are met efficiently. The ideal candidate will possess strong communication and problem-solving skills, with a background in customer service and escrow transactions. This innovative firm values diversity and inclusion, offering a supportive environment where you can thrive and contribute to meaningful solutions.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Employee Stock Purchase Plan

Qualifications

• 2+ years of escrow-related work experience required.
• High School diploma or equivalent; AA/AS degree preferred.

Responsibilities

• Ensure exceptional customer service for our customers.
• Maintain email inbox and online chat support.
• Provide first level accurate solutions to customer issues.

Skills

Escrow Transactions Knowledge

Customer Service Skills

Problem-Solving Skills

Communication Skills

Detail-Oriented

Education

High School Diploma

AA/AS Degree

Tools

MS Office (Word, Excel, Outlook, Visio, Teams)

Zendesk

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

Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support.

What You'll Do

1. Ensures exceptional customer service for our customers.
2. Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
3. Uses multiple platforms for communication - Outlook, Microsoft Teams, Zendesk.
4. Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.
5. Responds to customer requests within the required SLA; provides follow-up when needed.
6. Maintains a current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
7. May perform additional duties related to specific First American applications as assigned.
8. May train or provide guidance to less experienced team members.

What You'll Bring

1. Comprehensive knowledge of escrow transactions and client operating systems.
2. Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams).
3. Familiarity with supported production support software, environments, and methodology.
4. Zendesk experience is preferred.
5. Excellent communication, problem-solving skills, and telephone etiquette.
6. Strong written, verbal, and interpersonal skills to communicate professionally with internal and external customers.
7. Ability to organize multiple tasks simultaneously and streamline workflow management.
8. Detail-oriented, error intolerant environment.
9. High School diploma or equivalent; AA/AS degree preferred.
10. 2+ years of escrow-related work experience.
11. 2+ years of customer service-related work experience.

Pay Range: $20.72 - $27.62 Hourly

This hiring range is an estimate of the base pay at the time of posting. Pay is based on factors including job-related knowledge, skills, experience, business requirements, and geographic location.

What We Offer

We embrace individuality and support diversity, equity, and inclusion. Our People First Culture celebrates diversity and fosters 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.

Note: The following statements apply only to candidates working from an unincorporated area within Los Angeles County.

First American will consider all qualified applicants, including those with arrest or conviction records, in accordance with applicable laws (e.g., Los Angeles County Fair Chance Ordinance, California Fair Chance Act).

We will review criminal history in connection with a conditional offer, considering whether it may impact duties such as handling confidential information, financial transactions, and meeting customer requirements.

We offer a comprehensive benefits package, including medical, dental, vision, 401k, PTO/paid sick leave, and other benefits like an employee stock purchase plan.