Senior Software Support Analyst-Remote

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 eight 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 computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates, recreates or remotely accesses users’ systems to identify user problems to resolve operating difficulties.

What You'll Do:

• 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.

What You’ll Bring

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

This role will be 100% remote.

Pay Range: $24.74/hr-$43.05/hr

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.

#LI-DS1

#TCORPIT

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.