Application Support Lead (Remote)

Company Summary

Join a team that puts its People First! First American Docutech offers a wide range of document technology solutions for mortgage, home equity and consumer lending, including document generation, eDelivery, eSign and print fulfillment. Our efficient solutions enable lending professionals to produce accurate and compliant loan packages in all 50 states. 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 eight 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.

Job Summary

Job Summary

Provide critical first line support for our customers - primarily internal customers.  You will be providing timely support for software/applications [including most of which are proprietary; hosted on servers and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, customer crew or other “next level” teams. We are a Customer Service organization.  Your initial problem recognition and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.

***Open to 100% Remote Candidates***

Essential Functions

• Current understanding of SQL, Object Oriented Programming (OOP), Cloud Based architecture, XML/JSON file structure

• Writing and testing T-SQL scripts

• Debugging and testing of XML payloads

• Ensuring QoS (Quality of Service) levels of software products through rapid response to emergent issues

• Job Typically manages a work group with responsibility for project outcomes.

• Provides guidance to subordinates within the latitude of established company policies.

• Provides input into strategic functional planning. Sets and achieves functional group objectives. Facilitates work between functional groups.

• Manages a team of technical team members

• Support resolution of technical issues of applications and software [including proprietary] used at Docutech First American.  This is supported through phone, chat, self-ticketing, and other channels as needed.

• Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity.  If the issue cannot be resolved within a certain timeframe, proper reassignment is crucial.  Technicians must use their experience and best judgement to determine if an issue warrants an escalation.

• Monitor team Queues and respond to support requests as they occur

• Creates and maintains knowledge base articles relating to identified issues.

• Maintains a current level of technical knowledge of relevant products and support policies to provide accurate solutions to customers.

• Assist in implementing team standards and continual improvement activities

• Technicians are expected to investigate previous and pending incidents/requests.

• May perform additional duties relating to specific Docutech - First American applications as assigned.

Knowledge and Skills/Technology Used

• Proven excellent customer service skills.

• Knowledge and demonstration of ability to lead diverse technical team

• Good communication, problem solving skills and telephone etiquette.

• Ability to use judgement on escalations and follow guidelines.

• Maintains current and high level of technical skill in field of expertise.

• Mortgage Origination or Mortgage-related Technology experience strongly preferred/recommend

Typical Education

• Two-year technical degree or equivalent work-related experience required.

Typical Range of Experience

• Typically have 4 years of directly related experience within a service desk/technical support environment.

Salary Range: $24.76 - $33.89 hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.  

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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.

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.