First American Financial Corporation
Santa Ana, CA, United States
Help Desk, Customer Service, Finance
Company SummaryJoin our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American Financial Corporation (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\u2019s continued success. Because our employees enable our future, we invest in theirs by supporting their careers and promoting their overall wellbeing. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For\u00ae 2018 list for the third consecutive year and to more than 50 regional Best Places to Work lists. For more information, visit www.firstam.comJob SummaryProvides technical computer support to end-users for PC, server or mainframe applications, hardware, telecom and telephony services by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with network services, software systems engineering, and\/or applications development to restore service and\/or identify and correct core problem. Simulates, recreates or remotely accesses users\u2019 systems to identify user problems to resolve operating difficulties.Essential FunctionsAnswers first level calls to Service Desk.Tracks calls and documents issues into IT Service Management software.Provides first level assistance for defined issues and escalates as necessary.Follows Knowledge Centered Support (KCS) and IT Infrastructure Library (ITIL) methodology.Acquires current knowledge of relevant products (software and hardware) and support policies in order to provide service to customers.Assists in maintaining Service Desk e-mail, chat and web portal(s) by reading, opening\/documenting information into ITSM tickets and either resolving or escalating to proper person or department.May perform additional duties relating to specific First American applications as assigned.Knowledge and Skills\/Technology UsedAptitude for providing excellent customer service.Good communication, problem solving skills and telephone etiquette.Ability to use Service Desk standards and follow guidelines.General knowledge of current enterprise technologies such as network, desktop, mainframe (terminal access), telephony and VOIP (voice over internet protocol).Typical Education2 year technical degree or equivalent work related experience requiredTypical Range of ExperienceTypically minimum of 1 year directly related experience within a customer service or service desk\/technical support environmentLicense or CertificationHDI Support Center Analyst PreferredFirst American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com\/careers.
First American Financial Corporation
Website : https://www.firstam.com
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companiesâ€™ core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services.