Who We AreJoin 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.
Job Description
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 call as needed to provide the support needed/requested by customer
Examines customer problems and provides accurate and creative solutions to customer issues up to 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.
Multiple platforms used 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 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
What We OfferBy 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 sick leave and other great benefits like an employee stock purchase plan.
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.
