Real Estate Customer Support Analyst

SoftPro; Raleigh (NC); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) with company match

Employee Stock Purchase Plan

Generous paid time off

Hybrid/Remote options

Job summary

SoftPro, headquartered in Raleigh, NC, seeks a Real Estate Customer Solutions Analyst to provide telephone support for closing and title services using SoftPro Select. Hybrid/remote work options are available, with a focus on accuracy and top-tier customer service from a high-paced team.

Requirements include 2+ years in real estate escrow/closing roles, 2+ years in customer service, strong communication and problem-solving skills, and familiarity with Windows. Prior SoftPro experience is a plus.

Qualifications

• 2+ years’ experience in real estate as escrow/closing specialist, paralegal, or title officer.
• Excellent communication, problem-solving, and teamwork skills.
• 2 years of customer service experience, preferably in a call center.
• West Coast Escrow & Closing process experience is a plus.
• Prior experience with SoftPro is a plus!
• Must be familiar with Windows OS and applications.

Responsibilities

• Provide closing and/or title phone support for all operations using SoftPro Select and resolve issues promptly.
• Assist with balancing HUD/CDF/Commercial orders and related reconciliation tasks.
• Document each call and its resolution thoroughly and accurately.
• Provide a high level of customer service to each customer at all times.
• Additional duties as assigned.

Skills

Real estate experience

Customer service

Communication

Teamwork

Windows familiarity

SoftPro experience

Education

Bachelor's or Associate degree

Tools

SoftPro

Microsoft Windows

Job description

SoftPro is the nation’s leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s technology solutions are trusted by thousands of law firms and title companies across the country and play an essential role in residential and commercial real estate transactions. Our headquarters is in Raleigh, North Carolina.

Why Join SoftPro?

We believe in taking care of our people and fostering a culture of excellence. Here’s what we offer:

• Comprehensive Benefits: Medical, dental, vision, disability, and more
• Financial Wellness: 401(k) with company match and Employee Stock Purchase Plan
• Generous Paid Time Off: vacation, holidays, and parental leave
• Flexibility: Some positions are eligible for 100% remote work, plus hybrid options for those living near our Raleigh HQ

Award-Winning Culture

SoftPro has received national recognition for our outstanding customer service and innovative products. We were recently named a 2026 Best Place to Work by the Triangle Business Journal — an honor we’ve earned 14 times since 2012!

If these values resonate with you, we’d love to have you on our team!

What are we looking for?

SoftPro is seeking a Real Estate Customer Solutions Support Analyst. In this position, you will be responsible for providing telephone support to our parent company’s direct operations as they implement SoftPro Select to various sites across the country. This position can be located in our Raleigh, NC office in a Hybrid role, or as a remote employee. We are looking for individuals to work 9am – 6pm PST (12pm – 9pm EST), Monday - Friday.

What will I do as a Customer Solutions Analyst?

• Provide closing and/or title phone support for all operations using SoftPro Select and resolve issues promptly and efficiently.
• Assist with balancing HUD/CDF/Commercial orders, reconciliation, and other related tasks in the Real Estate closing process.
• Document each call and its resolution thoroughly and accurately.
• Provide a high level of customer service to each customer you work with at all times.
• Additional duties as assigned.

What skills do I need to be a successful Customer Solutions Analyst?

• 2+ years’ experience working within the real estate industry as an escrow / closing specialist, paralegal, or title officer is a must.
• The ideal candidate will have a great attitude and feel comfortable working in a high-paced team environment.
• Must be familiar / comfortable with working in the Microsoft Windows operating system and applications.
• 2 years of previous customer service experience, preferably in a call center environment.
• Experience with West Coast Escrow & Closing process experience is a plus.
• Prior experience with SoftPro is a plus!
• Excellent communication, problem-solving, and teamwork skills.

Educational Requirements

Bachelor’s degree or Associate’s degree, or one to two years of related experience and/or training, or an equivalent combination of education and experience.

Join us and live our Core Values

Deliver AMAZING Customer Service, Be an AWESOME Teammate, Adopt a Sense of Urgency, Innovate to be Efficient, Produce Quality Work, Take Initiative, Go the Extra Mile.

EQUAL OPPORTUNITY POLICY

FNF, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.