Real Estate Customer Support Analyst

SoftPro; Raleigh, Northern (NC, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

SoftPro is seeking a Real Estate Customer Solutions Support Analyst to provide telephone support to our operations as they implement SoftPro Select across sites. This hybrid role can be based in Raleigh, NC or remote. The candidate will work 9am – 6pm PT (12pm – 9pm ET), Monday - Friday.

Responsibilities include closing/title support, order balancing, thorough documentation, and delivering exceptional customer service in a fast-paced team environment. Previous SoftPro experience is a plus.

Qualifications

• 2+ years of real estate escrow/closing experience (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.
• Familiar with Windows and Microsoft applications.
• West Coast Escrow & Closing process experience is a plus.
• Prior SoftPro experience is a plus.

Responsibilities

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

Skills

Real estate knowledge

Customer service

Communication

Teamwork

Education

Bachelor's or Associate degree

Tools

Windows OS

MS Office

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 used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial real estate transactions.

SoftPro’s Headquarters is in Raleigh, North Carolina.

SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2026 Best Places to Work by the Triangle Business Journal! SoftPro has won this prestigious award 14 times since 2012!

What we’re 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 PT (12pm – 9pm ET), 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.

COMPENSATION & BENEFITS

FNF, its affiliates, and subsidiaries carefully considers multiple factors to determine compensation, including a candidate's education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

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.