Software Support Analyst
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Job Description
Software Support Analyst providing critical support for First American’s proprietary applications. Troubleshooting issues for external customers primarily in real estate using phone and email assistance.
Responsibilities:
- Provide first-level support for proprietary software applications for First American external customers through phone support and email.
- Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting.
- Utilize AI-powered tools to troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity.
- Create and maintain knowledge base articles and support documentation while contributing to continuous process improvement initiatives.
- Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross-functional teams when needed.
Requirements:
- Bachelor’s degree in IT or related field, or equivalent hands-on experience.
- 2-4 years of related experience within a service desk/technical support environment required.
- Experience supporting using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.
- Strong verbal and written communication, problem-solving, and excellent customer service skills, including professional phone etiquette.
- Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes.
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) plan
- PTO/paid sick leave
- Employee stock purchase plan
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