Tier II Tech Support Analyst — Elevate Customer Experience

Old Republic International; Juneau (AK); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Disability insurance

Life insurance

Job summary

Old Republic Title is seeking a Tier II Technical Support Analyst to deliver elevated product, software, and services support within RamQuest’s Customer Experience organization. You will handle escalated tickets, diagnose issues, and deploy solutions while maintaining thorough documentation and building knowledge across RamQuest applications and the Op2 platform.

Responsibilities include supporting customers via phone, chat, and email, owning ticket resolution, and participating in training to

Qualifications

• Three years of software help-desk experience.
• A.S. degree or higher in a related field preferred.
• Proficient in Windows administration and SQL administration.
• Strong written and verbal communication skills.
• Ability to prioritize and manage multiple tickets with urgency.

Responsibilities

• Provide Tier II technical support for RamQuest products via phone, live chat, and email.
• Analyze escalated tickets from Tier I to identify and resolve issues.
• Diagnose problems, develop solutions, and log all call information accurately.
• Own tickets and follow up with customers until resolution.
• Deploy products as necessary to meet customer business needs.
• Attend training and meet daily department goals.

Skills

Help desk experience

Windows administration

SQL administration

Microsoft Office

Communication skills

Problem solving

Multitasking

Customer service

Education

Associate degree or higher

Tools

SQL tools

Job description

Old Republic Title is seeking a Tier II Technical Support Analyst to deliver elevated product, software, and services support within RamQuest’s Customer Experience organization. You will handle escalated tickets, diagnose issues, and deploy solutions while maintaining thorough documentation and building knowledge across RamQuest applications and the Op2 platform.

Responsibilities include supporting customers via phone, chat, and email, owning ticket resolution, and participating in training to