Associate Production Support Analyst- 11am-8pm PST

Position Overview

• Location Type: Not specified
• Job Type: Full time
• Salary: Not specified

This position functions as a key contact supporting internal clients and is responsible for providing exceptional customer and Salesforce support within a production environment that deals with sales-related transactions.

Requirements

• Comprehensive knowledge of sales transactions and client operating systems.
• Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams).
• Familiarity with supported production support software, environments, and methodology.
• Salesforce experience is preferred.
• Excellent communication, problem-solving skills, and telephone etiquette.
• Strong written, verbal, and interpersonal skills for professional communication with a wide range of internal and external customers.
• Ability to organize multiple tasks simultaneously and streamline workflow management.
• Detail-oriented with an intolerance for errors.
• High School diploma or equivalent.
• AA/AS degree preferred.
• 2+ years of escrow-related work.
• 2+ years of customer service-related work.

Responsibilities

• Ensure exceptional customer service for customers.
• Interface with customers to resolve 1st and 2nd tier customer support calls, queries, and problems.
• Maintain Salesforce Service Tickets and online chat support by reading, opening/documenting information into tickets, and resolving or escalating issues.
• Receive and make phone calls as needed to provide customer support.
• Examine customer problems and provide accurate and creative solutions to customer issues of moderate nature to ensure customer productivity, escalating as necessary.
• Investigate, coordinate, and track a wide range of customer issues and problems.
• Respond to customer requests within the required SLA and provide follow-up when needed.
• Analyze, research, and gather customer requirements to provide solutions.
• Maintain current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions.
• Utilize multiple platforms for communication, including Salesforce, Outlook, and Microsoft Teams.
• May perform additional duties relating to specific First American applications as assigned.
• May train or provide guidance to less experienced team members.

Company Information

Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances, and equity loans. 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 ten 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 Offer

By 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 time off.