Remote Escrow Production Support Analyst

First American; United States; Remote; USD 33,000 - 43,000; Full time

Benefits offered by this job

People First culture

Inclusive workplace

Equal opportunity employer

Benefits package

Job summary

First American is seeking a Production Support Analyst Associate to join our remote team supporting escrow-related transactions. You will be the main contact for internal and external clients, handling tickets, providing first-level solutions, and keeping current on supported software and policies.

This role focuses on exceptional customer service, multi-platform support (Outlook, Teams, Zendesk), and potential training of colleagues.

Qualifications

• 2+ years of escrow related work.
• 2+ years customer service related work.
• High School diploma or equivalent; AA/AS preferred.

Responsibilities

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

Skills

Escrow knowledge

MS Office

Zendesk experience

Customer service

Communication skills

Problem solving

Multitasking

Education

High School diploma or equivalent

AA/AS degree preferred

Tools

Zendesk

MS Office

Job description

First American is seeking a Production Support Analyst Associate to join our remote team supporting escrow-related transactions. You will be the main contact for internal and external clients, handling tickets, providing first-level solutions, and keeping current on supported software and policies.

This role focuses on exceptional customer service, multi-platform support (Outlook, Teams, Zendesk), and potential training of colleagues.