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Help Desk Analyst

Company: First American
Location: Irvine
Posted on: February 15, 2020

Job Description:

Company Summary Join our team! As a member of the First American family of companies, First American Professional Real Estate Services provides integrated escrow, closing, title production system, document imaging, trust accounting services, 1099 services, and much more. 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 fourth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.firstamprs.comJob Summary Answer incoming customer inquiries by phone and email accurately and in a timely manner. Problem recognition, research customers issues if necessary and follow up steps. Escalate problems to the level appropriate and follow-up to obtain final resolution to close ticket. May interact with other departments. Essential Functions Answers first level calls to Help Desk.Provides first level assistance for defined problems and escalates tickets as necessary.Tracks calls and documents problems into call tracking software.Consults knowledge database to optimize resolutions and follows through on resolution with callers.Acquire current knowledge of relevant productsAssists in maintaining Help Desk e-mail by reading, opening/documenting information into tracking tickets and escalating to proper person or department. Knowledge and Skills/Technology Used Aptitude for providing excellent customer service.Good communication, problem solving skills and telephone etiquette.Ability to use Help Desk standards and follow guidelines.Follows through on commitmentsWorks well under pressure Typical Education High School Diploma Typical Range of Experience Help Desk experience a plusFirst 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. - provided by Dice

Keywords: First American, Irvine , Help Desk Analyst, Professions , Irvine, California

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