Associate Production Support Analyst

First American

Production Support Analyst Associate providing support for escrow-related transactions. Ensuring exceptional customer service and resolving inquiries in a remote setting.

Posted 4/11/2026full-timeRemote • Arizona, California, Florida, Minnesota, South Carolina • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $31 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

medical insurance
dental insurance
vision insurance
401k
PTO/paid sick leave
employee stock purchase plan

ATS Keywords

✓ Tailor your resume

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