First American

Associate Production Support Analyst

First American

full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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Salary

💰 $23 - $31 per hour

About the role

  • 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.

Requirements

  • Comprehensive knowledge of escrow transactions and client operating systems.
  • Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)
  • Familiarity with supported production support software, environments, and methodology
  • Zendesk experience is preferred
  • Excellent communication, problem solving skills and telephone etiquette.
  • Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.
  • Ability to organize multiple tasks simultaneously and streamline workflow management.
  • Detail oriented, error intolerant environment.
  • High School diploma or equivalent.
  • AA/AS degree preferred.
  • 2+ years of escrow related work.
  • 2+ years customer service-related work.
Benefits
  • medical insurance
  • dental insurance
  • vision insurance
  • 401k
  • PTO/paid sick leave
  • employee stock purchase plan
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
escrow transactionscustomer serviceticketing systemsproblem solvingworkflow managementdetail oriented
Soft Skills
communicationtelephone etiquetteinterpersonal skillsorganizational skills
Certifications
High School diplomaAA/AS degree