First American Financial Group, Inc. · 4 hours ago

Software Support Analyst (remote)

Santa Ana, CA

Full-time

Remote

Entry, Mid Level

$20.72/hr - $27.62/hr

2+ years exp

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Responsibilities

Answer first-level incoming calls, e-mail, web portals and chats (as qualified) from internal and/or external customers by reading, opening/documenting information into ITSM tickets and resolving or escalating to the proper person or department (when necessary).

Provide accurate first-level solutions to customers, prioritize and escalate when necessary.

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

Follow Knowledge-Centered Service Methodology (KCS) and IT Infrastructure Library (ITIL) methodology.

Maintain current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.

Enhance and develop 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.

Participate 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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportEnterprise TechnologiesITSM TicketsSoftware Support StandardsSystem AdministrationCloud TechnologiesNetwork TechnologiesKCS MethodologyITIL MethodologyDesktop SupportServer SupportDatabase SupportTelephonyVOIPMobile DevicesTablets

Required

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

Proven excellent customer service skills.

Good communication, problem-solving skills, telephone, e-mail, and chat etiquette.

Ability to use Software Support standards and follow guidelines.

A broad range of knowledge of current enterprise technologies such as cloud, network, desktop, server, database, telephony, VOIP (voice over internet protocol), mobile devices & tablets is required.

Maintains current and high-level technical skills in their field of expertise.

Knowledge of basic System Administration functions.