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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