Vacancy expired!
Company Summary
Join our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company's continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.careers.firstam.comJob SummaryThis position is the critical first line of support for our customers primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices and software/applications [including some of which are proprietary; hosted on prem and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture or other "next level" teams. We are a Knowledge-Center-Service organization. Your track record in KCS "UFFA", initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional.Your accountabilities will include:- Resolving issues that are assigned or warm transferred, providing accurate solutions to customer issues that are unable to be resolved at First Level.
- Accountable for Queue Management and SLA's within their assignment group.
- Assists first level with incoming calls, e-mail, chat and web portal(s) by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department (when necessary).
- Serves as a multi-functional Subject Matter Expert and helps coach, mentor, train, and develop Support Gurus.
- Tracks calls and document issues into IT Service Management software.
- 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 in order to provide accurate solutions to customers and Teammates.
- Enhances and develops quality support methods and communication skills through peer-to-peer coaching, feedback, training and other developmental approaches.
- Coordinates and leads advanced application testing, as well as issue and problem resolution.
- Serves as an after-hours escalation point for critical customer calls, prior to escalating to another support team.
- May perform additional duties relating to specific First American applications as assigned.
- Two year technical degree or equivalent work related experience required.
- 5-7 years previous experience working in a help desk or service desk environment.
- Excellent customer service skills
- Good communication, problem solving skills and telephone etiquette.
- Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy.
- A+ certification preferred
- Microsoft certifications a plus
- HDI Support Center Analyst or HDI Technical Support Professional Preferred
- ITIL Foundations preferred
- KCS Foundations preferred
- Customer Experience or Customer Service training desired.
- MS Office, Windows 10.
- Internet Explorer, Chrome & Edge experience
- Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus
- Hardware support, HP/Kodak/Canon Printer, Scanners, and Rightfax/Concord
- Mobile device support. IOS, Android.
- Minimum typing 40WPM
- Minimum of 2-year Technical Degree or equivalent work
- Bachelor's degree a plus
Vacancy expired!