Production Support Analyst Associate

About First American's Direct Division

Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. 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 eleven 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.

About the Role: Production Support Analyst Associate

Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support. This role will be remote during the following shift: 8am-5pm PST.

What You'll Do

• Ensures exceptional customer service for our customers.
• Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
• Utilizes multiple platforms for communication – Outlook, Microsoft Teams, Zendesk.
• Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.
• Responds to customer requests within the required SLA; provides follow up when needed.
• Maintains a current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions.
• May perform additional duties relating to specific First American applications as assigned.
• May train / provide guidance to less experienced team members.

What You'll Bring

• Comprehensive knowledge of escrow transactions and client operating systems.
• Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams).
• Familiarity with supported production support software, environments, and methodology.
• Zendesk experience is preferred.
• Excellent communication, problem solving skills and telephone etiquette.
• Written, verbal and interpersonal skills for professional communication with internal and external customers.
• Ability to organize multiple tasks simultaneously and streamline workflow management.
• Detail oriented, error intolerant environment.
• High School diploma or equivalent; AA/AS degree preferred.
• 2+ years of escrow related work.
• 2+ years customer service-related work.

Pay and Benefits

Pay Range: $23.37 - $31.15 Hourly, Remote

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.

Note: The following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

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.

Key skills/competency

• Production Support Analyst
• Escrow Transactions
• Customer Service
• Software Support
• Zendesk
• Microsoft Office Suite
• Problem Solving
• Communication Skills
• Workflow Management
• First American Culture