Tier II Technical Support Analyst

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

Overview

The Tier II Technical Support Analyst is a designated product, software and services support specialist in RamQuest’s Customer Experience organization. The role provides elevated support to both internal and external customers, handling product inquiries, troubleshooting, and issue resolution.

Responsibilities

• Provide Tier II technical support for RamQuest products via phone, live chat, and email.
• Receive and analyze escalated tickets from Tier I to identify, validate, and resolve customer‑reported issues.
• Assess customer business needs, diagnose problems using online tools and analytical thinking, and develop solutions.
• Accurately log call information in the RamQuest call‑tracking system.
• Maintain ownership of tickets, following up with customers until resolution.
• Research open issues thoroughly and move them toward accurate resolution quickly.
• Develop thorough knowledge of each RamQuest application, the Op2 platform, and operating systems used.
• Deploy products as necessary to meet customer business needs.
• Attend and participate in RamQuest and other job‑related training courses while meeting daily department goals.
• Work a flexible schedule (Monday‑Friday, 7am – 7pm).
• Complete other duties as necessary to provide quality service to RamQuest clients.

Qualifications

• A.S. degree or higher in a related field (preferred).
• Title Industry applications experience (preferred).
• Three years of software help‑desk experience.
• Previous technical support experience at Tier I or greater.
• Strong computer skills, including programming, Windows administration, SQL administration, and (a plus) networking administration.
• Proficient in Microsoft Office Suite and Outlook.
• Ability to prioritize customer issues and resolve or escale with urgency.
• Excellent written, proofreading, and verbal communication skills.
• Detail oriented, organized, and able to multitask.
• Ability to establish supportive relationships with peers, clients, partners, and corporate executives.
• Flexible with a can‑do attitude and able to remain professional under high pressure.
• Ability to retain and protect confidential material.
• Meet criminal background and MVR screening requirements.

Benefits

Competitive salary, health, life and disability insurance, paid time off, and retirement plans.

For California applicants, please view our CCPA applicant notice.

Note: If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please contact your human resources representative regarding the application process.

Old Republic Title is an Equal Opportunity Employer.