Associate Production Support Analyst- 5am-2pm PST

Position Overview

• Location Type:
• Job Type: Full time
• Salary:

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 specifically deals with sales-related transactions.

Who We Are

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 Do

The Production Support Analyst Associate works in a production environment that specifically deals with sales related transactions. This position functions as a key contact supporting internal clients and is responsible for providing exceptional customer and Salesforce support.

Responsibilities

• Ensures exceptional customer service for our customers.
• Interfaces with customers to resolve 1st and 2nd tier customer support calls/queries/problems.
• Maintains Salesforce Service Tickets and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
• Receives and makes phone calls as needed to provide the support needed/requested by customer.
• Examines customer problems and provides accurate and creative solutions to customer issues up to a moderate nature to ensure customer productivity and escalates as necessary.
• Investigates, coordinates, and tracks a wide range of customer issues and problems.
• Responds to customer requests within the required SLA; provides follow up when needed.
• Analyzes, researches, and gathers customer requirements to provide solutions.
• Maintains a current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
• Utilizes multiple platforms for communication – Salesforce, Outlook, Microsoft Teams.
• 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 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.
• Written, verbal, and interpersonal skills 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.

Qualifications

• High School diploma or equivalent.
• AA/AS degree preferred.
• 2+ years of escrow-related work.
• 2+ years of customer service-related work.

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