Associate Production Support Analyst (remote, 9:30am- 6:30 Pm Pst)

Overview 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 and fosters an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive culture has earned accolades including listing on the Fortune 100 Best Companies to Work For for eleven consecutive years, and recognition as a best place to work for women, diversity and LGBTQ+ employees. For more information, please visit What We Do — Come join our team as a Production Support Analyst Associate - Remote based. 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. What You'll Do 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 the proper person or department. Uses multiple platforms for communication (Outlook, Microsoft Teams, Zendesk). Provides first level accurate and creative solutions to customer issues up to moderate scope and escalates as necessary. Responds to customer requests within the required SLA and provides follow-up when needed. Maintains current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions. May perform additional duties relating to specific First American applications as assigned. May train or provide guidance to less experienced team members. What You'll Bring 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 to communicate with internal and external customers professionally. Ability to organize multiple tasks simultaneously and streamline workflow management. Detail oriented, with an emphasis on accuracy. High School diploma or equivalent; AA/AS degree preferred. 2+ years of escrow related work and 2+ years of customer service-related work. Pay Range: $23.37 - $31.15 Hourly, Remote. This hiring range is a reasonable estimate of the base pay range at the time of posting. Pay is based on factors including knowledge, skills, experience, business requirements and geographic location. Note: Statements apply to candidates in unincorporated areas within Los Angeles County. First American will consider all qualified applicants, including those with arrest or conviction records, in accordance with applicable state and local laws. A criminal history review may be conducted in connection with a conditional offer due to duties involving confidential information, financial transactions, and customer-facing responsibilities. What We Offer First American embraces individuality and fosters an authentic and inclusive workplace for all. We are an equal opportunity employer and offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other benefits such as an employee stock purchase plan based on eligibility. #J-18808-Ljbffr