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

First American; Oregon (IL); Remote; USD 10,000 - 60,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Production Support Analyst Associate, der in einem dynamischen Umfeld arbeitet. In dieser spannenden Rolle unterstützen Sie Kunden bei Treuhandtransaktionen und bieten Lösungen für Softwareprobleme. Sie werden Teil eines Teams, das sich der Bereitstellung hervorragender Unterstützung verschrieben hat, während Sie Ihre Fähigkeiten in Kommunikation und Problemlösung weiterentwickeln. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem unterstützenden Teamumfeld arbeiten möchten, bietet sich Ihnen hier eine großartige Gelegenheit, Ihre Karriere voranzutreiben.

Qualifications

• Mindestens 2 Jahre Erfahrung in der Kundenbetreuung.
• Umfassende Kenntnisse über Treuhandtransaktionen und Betriebssysteme.

Responsibilities

• Sicherstellung eines außergewöhnlichen Kundenservice.
• Wartung des E-Mail-Postfachs und Unterstützung im Online-Chat.

Skills

Kundenservice

Problemlösungsfähigkeiten

Kommunikation

Detailorientierung

Multitasking

Education

High School Diploma

AA/AS Degree

Tools

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

Zendesk

Job description

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, fostering an environment where all feel 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 received awards for being 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 strives 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. Ensure exceptional customer service for our customers.
2. Maintain email inbox and online chat support by reading, opening/documenting information into tickets, and either resolving or escalating to the proper person or department.
3. Use multiple platforms for communication - Outlook, Microsoft Teams, Zendesk.
4. Provide first-level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalate as necessary.
5. Respond to customer requests within the required SLA; provide follow-up when needed.
6. Maintain a current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions.
7. Perform additional duties related to specific First American applications as assigned.
8. Train or guide less experienced team members if needed.

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.
8. Detail-oriented in error-sensitive environments.
9. High School diploma or equivalent; AA/AS degree preferred.
10. At least 2 years of escrow-related work experience.
11. At least 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 knowledge, skills, experience, business requirements, and location.