Associate Production Support Analyst – 8am-5pm PST

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Deliver production, customer, and software support for transactions related to escrow.

• Act as a primary contact for both internal and external clients.

• Manage email inbox and provide support through online chat.

• Read, access, and document customer information within tickets.

• Address or escalate tickets to the appropriate personnel or department.

• Offer first-level, accurate, and innovative solutions to moderately complex customer queries.

• Respond to customer inquiries within the stipulated SLAs and provide follow-up as necessary.

• Keep updated on relevant software, hardware, products, and support policies.

• Undertake additional responsibilities related to specific First American applications as assigned.

• Mentor or provide guidance to less experienced team members.

⛳️ Requirements

• In-depth knowledge of escrow transactions and client operating systems.

• Proficiency in MS Office applications (Word, Excel, Outlook, Visio, Teams).

• Understanding of supported production support software, environments, and methodologies.

• Experience with Zendesk is preferred.

• Strong communication and problem-solving skills, along with excellent telephone etiquette.

• Written, verbal, and interpersonal abilities to engage professionally with both internal and external customers.

• Capability to manage multiple tasks concurrently and enhance workflow efficiency.

• Detail-oriented; able to function in an environment with zero tolerance for errors.

• High School diploma or its equivalent.

• A minimum of 2 years of experience in escrow-related positions.

• At least 2 years of experience in customer service roles.

• Availability to work from 8 am to 5 pm PST.

• Remote work permitted within the specified U.S. locations.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive workplace culture.

• Equal opportunity employment.