[Hiring] Senior Software Support Analyst @First American

Role Description

Provides technical software support to end-users (both internal and external) for software applications, by responding to and diagnosing problems through discussion with external 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 both internal technical teams (for example, Development, Engineering, Business) and external vendors to restore service and/or identify and correct core problem. Simulates, recreates, or remotely accesses users’ systems and databases to identify user problems to resolve issues.

Essential Functions

• Answers first level incoming calls, e-mail, chat, and web portal(s) from internal and/or external by reading, opening/documenting information into ITSM tickets and resolving or escalating to proper person or department (when necessary).
• Meets/exceeds expectations for Chat Support qualifications.
• Provides accurate first level solutions to customer, prioritizes and escalates when necessary.
• Provides software support instructions for complex level issues in response to how-to questions from customers.
• Responsible for self-metric evaluations based upon the daily/weekly/monthly reporting metrics.
• 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 to provide accurate solutions to customers.
• Enhances and develops quality support methods and communication skills through peer-to-peer coaching, feedback, quality monitoring, and other developmental approaches.
• May participate in on-call rotation for critical response to after hour customer calls as needed.
• Coordinates Service Desk special projects, project testing, advanced issue, and problem resolution.
• May perform additional duties relating to specific First American applications and proprietary software, as assigned.
• Participate in new-hire interviewing process, when needed.
• Develop relationships with other teams as a Subject Matter Expert (SME).
• Point Person responsibilities in relation to Queue Awareness and Critical Incident Management Process.
• Special Handling of Ticket Investigations / Escalations.
• Involved with Training within the Service & Support Organization.
• Required to perform duties outside of normal work hours based on business needs.

Job Complexities

• Works on problems of a complex nature 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, however, may act in a lead capacity coaching, mentoring, and training less Software Support Analysts.

Impact

• Works under general direction applying well-established techniques, procedures, or specific standards. Work may be done without established procedures.
• Is expected to recommend systems modifications to reduce user issues.
• Helps develop, define, and communicate policies and procedures supported by Service Desk.
• Suggests modifications to processes and procedures of Service Desk Best Practices.

Knowledge and Skills/Technology Used

• Proven excellent customer service skills.
• Good communication, problem solving skills and telephone, email, and chat etiquette.
• Ability to assist in setting Software Support standards and develop guidelines, as well as help others interpret policy.
• Broad range of knowledge required in current enterprise technologies such as cloud, network, desktop, server, database, telephony, VOIP (voice over internet protocol), mobile devices & tablets knowledge is required.
• Maintains current and highest level of technical skill in field of expertise.
• Intermediate knowledge of System Administration functions.
• This position requires a high degree of discretion and judgment.

Typical Education

• Four-year degree or equivalent work-related experience required.

Typical Range of Experience

• Typically have 4-6 years of directly related experience (such as computer systems or IT support) within a service desk/technical support environment.
• Dedicated software support required.

License or Certification

• Industry Certifications (A+, Microsoft, Cisco, Leadership, Security) Preferred.
• HDI Support Center Analyst Preferred.
• ITIL Foundations preferred.
• KCS Foundations preferred.
• Cloud Certifications (AWS, Azure) preferred.

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.