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.
Multiple platforms used 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 in order to provide accurate solutions to customers.
May perform additional duties relating to specific First American applications as assigned.
May train / provide guidance to less experienced team members.

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 in order to communicate with a wide range of internal and external customers in a professional manner.
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.

Associate Production Support Analyst

Key skills