Software Support Analyst (remote)

Who We Are

Join a team that puts its People First! First American's Agency Division is dedicated to providing our policy-issuing agents with resources, services and underwriting guidance needed to achieve new levels of success. 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 nine 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 Software Support Analyst provides technical support for software applications to both internal and external users. They diagnose and resolve issues by communicating with customers, analyzing problems, and leveraging their knowledge of industry technologies and business processes. Responsibilities include identifying, researching, and solving technical issues, as well as escalating and tracking unresolved problems. The role involves working closely with internal teams (such as Development, Engineering, and Business) and external vendors to restore service and address root causes. Analysts may also simulate or remotely access user systems and databases to replicate and resolve issues effectively. 

What You’ll Do:

• Answer first-level incoming calls, e-mail, web portals and chats (as qualified) from internal and/or external customers by reading, opening/documenting information into ITSM tickets and resolving or escalating to the proper person or department (when necessary). 

• Provide accurate first-level solutions to customers, prioritize and escalate when necessary. 

• Provide software support instructions for intermediate-level issues in response to how-to questions from customers. 

• Follow Knowledge-Centered Service Methodology (KCS) and IT Infrastructure Library (ITIL) methodology. 

• Maintain current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers. 

• Enhance and develop quality support methods and communication skills through feedback, quality monitoring, and other developmental approaches. 

• May participate in on-call rotation for critical response to after-hour customer calls as needed 

• May perform additional duties relating to specific First American applications and proprietary software as assigned. 

• Participate in Service Desk special projects, project testing, issue and problem resolution. 

• Develop relationships with other teams as a Subject Matter Expert (SME). 

• May be involved with training within the Service & Support Organization. 

What You’ll Bring:

• 2-4+ years of directly related experience within a service desk/technical support environment. 

• Proven excellent customer service skills. 

• Good communication, problem-solving skills, telephone, e-mail, and chat etiquette. 

• Ability to use Software Support standards and follow guidelines. 

• A broad range of knowledge of current enterprise technologies such as cloud, network, desktop, server, database, telephony, VOIP (voice over internet protocol), mobile devices & tablets is required. 

• Maintains current and high-level technical skills in their field of expertise. 

• Knowledge of basic System Administration functions. 

Pay Range: $27.62 - $34.53 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. 

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.