Job Description:

Company Summary

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 six 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

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, web portal and chats (as qualified) from internal and / or external customers, by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department (when necessary).




• Provides accurate first level solutions to customer, prioritizes and escalates when necessary.




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




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




• Maintains a 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 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.




• Participates 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.




• Required to perform duties outside of normal work hours based on business needs.

Job Complexities

• Works on problems of moderate scope 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

Impact

• Works under direct supervision following work procedures and guidelines.




• Recommends systems modifications to reduce user problems.




• Escalates more complex problems to a more senior level analyst.

Knowledge and Skills/Technology Used

• Proven excellent customer service skills.




• Good communication, problem solving skills and telephone, email, and chat etiquette.




• Ability to use Software Support standards and follow guidelines.




• 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




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




• Knowledge of basic System Administration functions.

Typical Education

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

Typical Range of Experience

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




• Dedicated software support required

License or Certification

• Industry Certifications (HDI, KCS ITIL, A+, Microsoft, Cisco, Leadership) 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.

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. Apply Now