Associate Production Support Analyst

Company	First American
Location	Oregon, USA, Wyoming, USA, Montana, USA, Nevada, USA, Arizona, USA, Utah, USA, Idaho, USA
Salary	$Not Provided – $Not Provided
Type	Full-Time
Degrees	Associate’s
Experience Level	Junior, Mid Level

Comprehensive knowledge of sales transactions and client operating systems.
Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams).
Familiarity with supported production support software, environments, and methodology.
Salesforce experience is preferred.
Excellent communication, problem solving skills and telephone etiquette.
Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.
Ability to organize multiple tasks simultaneously and streamline workflow management.
Detail oriented, error intolerant environment.

Ensures exceptional customer service for our customers.
Interfaces with customers to resolve 1st and 2nd tier customer support calls/queries/problems.
Maintains Salesforce Service Tickets and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
Receives and makes phone calls as needed to provide the support needed/requested by customer.
Examines customer problems and provides accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.
Investigates, coordinates and tracks a wide range of customer issues and problems. Responds to customer requests within the required SLA; provides follow up when needed.
Analyzes, researches and gathers customer requirements to provide solutions.
Maintains a current knowledge of relevant products (software and hardware) and support policies to provide accurate solutions to customers.
Multiple platforms used for communication – Salesforce, Outlook, Microsoft Teams.
May perform additional duties relating to specific First American applications as assigned.
May train / provide guidance to less experienced team members.