Job Description

Company Summary

Join our team! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the companys continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.careers.firstam.com

Job Summary

Come work for our First American team as a Production Support Analyst. This role is Remote and the work shift will be 7am - 4pm EST. The Production Support Analyst Associate works in a data center environment and is responsible for providing user and software support in a production environment that deals with escrow related transactions.

Job Description

* Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
* 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.

Knowledge and Skills/Technology Used

* 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.
* 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

Typical Education

* High School diploma or equivalent
* AA/AS degree preferred.

Typical Range of Experience

* 2+ years of escrow related work
* 2+ years customer service-related work

Remote Role

Hours for this role are 7am - 4pm EST.

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.