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Associate Production Support Analyst

United States 23.37 - 31.15 USD / Hour · Job Posted March 18, 2026
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Job Description

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

Job Responsibility

  • 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
  • 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

Nice to have

  • Zendesk experience is preferred
  • AA/AS degree preferred

What we offer

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

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