Who We Are
Join a team that puts its People First! First American Docutech offers a wide range of document technology solutions for mortgage, home equity and consumer lending, including document generation, eDelivery, eSign and print fulfillment. Our efficient solutions enable lending professionals to produce accurate and compliant loan packages in all 50 states. 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 nine 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 software support to end-users (both internal and external) for software applications, by responding to and diagnosing problems through discussion with internal 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 internal technical teams (for example, Development, Engineering, Business) to restore service and/or identify and correct core problem. Simulates or recreates reported issues in our user systems and databases to identify user problems to resolve issues.
What You’ll Do
- Responds to incoming tickets from internal 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 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 special projects, project testing, issue, and problem resolution.
- Develops 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.
- 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
- 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.
What You’ll Bring
- Bachelor’s degree or equivalent work-related experience required.
- Typically have 2-4 years of directly related experience within a service desk/technical support environment.
- Typically have 6 months or more using database tools and/or Visual Studio.
- Proven excellent customer service skills.
- Good communication, problem solving skills and telephone, email, and chat etiquette.
- Ability to work effectively both independently and within a team.
- 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, mobile devices & tablets.
- Maintains current and high level of technical skill in field of expertise.
- Ability to rapidly develop new skills/areas of expertise.
- Knowledge of basic System Administration functions.
- Knowledge of HTML, XML, Xpath/XSD, JSON, C# or related skills.
- Experience using BitBucket, GitHub, or other repositories.
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.
