Senior Software Support Analyst

Who We Are

Join a team that puts its People First! 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 eleven 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

Provides technical software support to end-users (both internal and external) for software applications, by responding to and diagnosing problems through discussion with external customers. Leverages a broad understanding of both the latest industry technology, as well as the business product and processes; in-order to perform issue identification, analysis, problem recognition, research, isolation, resolution, and follow-up steps across unique customer environments. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with both internal technical teams (for example, Development, Engineering, Business) and external vendors to restore service and/or identify and correct core problem. Simulates, recreates, or remotely accesses users’ systems and databases to identify user problems to resolve issues.

Essential Functions

• Answers first level incoming calls, e-mail, chat, and web portal(s) from internal and / or external by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department (when necessary).
• Meets/exceeds expectations for Chat Support qualifications.
• Provides accurate first level solutions to customer, prioritizes and escalates when necessary.
• Provides software support instructions for complex level issues in response to how-to questions from customers.
• Responsible for self-metric evaluations based upon the daily/weekly/monthly reporting metrics.
• Follows Knowledge Centered Service Methodology (KCS) and IT Infrastructure Library (ITIL) methodology at a KCS 2+ level.
• Maintains current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
• Enhances and develops quality support methods and communication skills through peer-to-peer coaching, feedback, quality monitoring, and other developmental approaches.
• May participate in on-call rotation for critical response to after hour customer calls as needed
• Coordinates Service Desk special projects, project testing, advanced issue, and problem resolution.
• May perform additional duties relating to specific First American applications and proprietary software, as assigned.
• Participate in new-hire interviewing process, when needed.
• Develop relationships with other teams as a Subject Matter Expert (SME).
• Point Person responsibilities in relation to Queue Awareness and Critical Incident Management Process.
• Special Handling of Ticket Investigations / Escalations.
• Involved with Training within the Service & Support Organization.
• Required to perform duties outside of normal work hours based on business needs.

Job Complexities

• Works on problems of a complex nature where analysis of situations or data requires a review of a variety of factors.

Supervision Received or Extended

• No responsibility for the supervision of others, however, may act in a lead capacity coaching, mentoring, and training less Software Support Analysts.

Impact

• Works under general direction applying well-established techniques, procedures, or specific standards. Work may be done without established procedures.
• Is expected to recommend systems modifications to reduce user issues.
• Helps develop, define, and communicate policies and procedures supported by Service Desk.
• Suggests modifications to processes and procedures of Service Desk Best Practices.

Knowledge and Skills/Technology Used

• Proven excellent customer service skills.
• Good communication, problem solving skills and telephone, email, and chat etiquette.
• Ability to assist in setting Software Support standards and develop guidelines, as well as help others interpret policy.
• Broad range of knowledge required in current enterprise technologies such as cloud, network, desktop,  server, database, telephony, VOIP (voice over internet protocol), mobile devices & tablets knowledge is required.
• Maintains current and highest level of technical skill in field of expertise.
• Intermediate knowledge of System Administration functions.
• This position requires a high degree of discretion and judgment.

Typical Education

• Four-year degree or equivalent work-related experience required.

Typical Range of Experience

• Typically have 4-6 years of directly related experience (such as computer systems or IT support) within a service desk/technical support environment.
• Dedicated software support required.

License or Certification

• Industry Certifications (A+, Microsoft, Cisco, Leadership, Security) Preferred
• HDI Support Center Analyst Preferred
• ITIL Foundations preferred
• KCS Foundations preferred
• Cloud Certifications (AWS, Azure) preferred

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed. 

What We Offer

By 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.

Pay Range: $30.90 - $41.19 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.