Who We AreJoin a team that puts its People First! First American's Agency Division is dedicated to providing our policy-issuing agents with resources, services and underwriting guidance needed to achieve new levels of success. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.
What We DoThe Software Support Analyst provides technical support for software applications to both internal and external users. They diagnose and resolve issues by communicating with customers, analyzing problems, and leveraging their knowledge of industry technologies and business processes. Responsibilities include identifying, researching, and solving technical issues, as well as escalating and tracking unresolved problems. The role involves working closely with internal teams (such as Development, Engineering, and Business) and external vendors to restore service and address root causes. Analysts may also simulate or remotely access user systems and databases to replicate and resolve issues effectively.
What You’ll Do:
- Answer first-level incoming calls, e-mail, web portals and chats (as qualified) from internal and/or external customers by reading, opening/documenting information into ITSM tickets and resolving or escalating to the proper person or department (when necessary).
- Provide accurate first-level solutions to customers, prioritize and escalate when necessary.
- Provide software support instructions for intermediate-level issues in response to how-to questions from customers.
- Follow Knowledge-Centered Service Methodology (KCS) and IT Infrastructure Library (ITIL) methodology.
- Maintain current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
- Enhance and develop quality support methods and communication skills through feedback, quality monitoring, and other developmental approaches.
- May participate in on-call rotation for critical response to after-hour customer calls as needed
- May perform additional duties relating to specific First American applications and proprietary software as assigned.
- Participate in Service Desk special projects, project testing, issue and problem resolution.
- Develop relationships with other teams as a Subject Matter Expert (SME).
- May be involved with training within the Service & Support Organization.
What You’ll Bring:
- 2-4+ years of directly related experience within a service desk/technical support environment.
- Proven excellent customer service skills.
- Good communication, problem-solving skills, telephone, e-mail, and chat etiquette.
- Ability to use Software Support standards and follow guidelines.
- A broad range of knowledge of current enterprise technologies such as cloud, network, desktop, server, database, telephony, VOIP (voice over internet protocol), mobile devices & tablets is required.
- Maintains current and high-level technical skills in their field of expertise.
- Knowledge of basic System Administration functions.
Pay Range: $20.72 - $27.62 Hourly
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements, and geographic location.
What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
What We Do
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companies’ core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services.
First American Title Insurance Company provides comprehensive title insurance protection and professional settlement services for homebuyers and sellers, real estate agents and brokers, mortgage lenders, commercial property professionals, homebuilders and developers, title agencies and legal professionals to facilitate real estate purchases, construction, refinances or equity loans.
First American's thorough title searches, title clearance and title insurance policies help to produce clear property titles and enable the efficient transfer of real estate.
As one of the largest title insurance companies in the nation, First American offers title insurance and settlement services through its direct operations and an extensive network of agents throughout the United States and internationally.
First American Title Insurance Company traces its history to 1889 and is the largest subsidiary of First American Financial Corporation (NYSE: FAF).
