Software Support Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver first-level assistance for proprietary software applications to First American's external customers via phone and email support.

• Aid customers on various devices, operating systems, and web browsers with registration, login procedures, application navigation, and troubleshooting basic functionalities.

• Employ AI-driven tools to diagnose, document, resolve, and properly escalate incidents and service requests utilizing IT Service Management (ITSM) tools to ensure the prompt restoration of customer productivity.

• Generate and sustain knowledge base articles and support documentation while actively participating in continuous process improvement initiatives.

• Evaluate issues of moderate complexity, identify suitable resolutions or escalation routes, and collaborate with senior technicians and cross-functional teams as necessary.

⛳️ Requirements

• A Bachelor’s degree in IT or a related field, or equivalent practical experience.

• 2-4 years of pertinent experience in a service desk/technical support environment is required.

• Experience in supporting AI-driven productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or comparable technologies is highly preferred.

• Excellent verbal and written communication skills, alongside strong problem-solving abilities and exceptional customer service aptitude, including professional phone manners.

• Capability to troubleshoot moderately complex technical challenges by assessing multiple factors and pinpointing root causes.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• 401(k) plan

• PTO/paid sick leave

• Employee stock purchase plan