customer support analyst

Icann

<div><div><p><b>Job Summary:</b></p><p>
We are looking for a <b>Global Support Analyst I</b> (temporary - part-time) to assist ICANN customers through email support, and provide assistance to internal departments as needed.</p><p>
The Analyst uses pre-written responses/Knowledge Base articles for customer inquiries. The Global Support Analyst I (temporary - part-time) assists ICANN customers through email support, and provides assistance to internal departments as needed. This is an Entry Level, part-time role that provides support to our customers on the weekends (Saturday and Sunday only).</p><p><br>
</p><p><b>Key Responsibilities &amp; Duties:</b></p><ul><li>
Responds to customer service inquiries using pre-written responses.</li><li>
Handles basic inquiries with minimal assistance.</li><li>
Consistently works on and handles cases systematically as they arrive in the queue.</li><li>
Collaborates with ICANN staff to resolve inquiries.</li><li>
Manages opens cases and follows up to ensure cases are resolved within defined Service Level Targets (SLTs).</li><li>
Performs against set KPIs such as customer service satisfaction scoring received through survey feedback.</li><li>
Performs all case handling and tasks with high quality and in line with ICANN policies and procedures.</li><li>
Ensures smooth transfer of case assignment between team members across all offices and time zones as required.</li><li>
Supports internal stakeholders as needed.</li><li>
Other duties as assigned or requested.</li></ul><p><b>
Required Knowledge, Skills, and Abilities (KSAs):</b></p><p>
(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)</p><ul><li>
Broad knowledge and previous experience in providing Customer Support via email or and ticketing system preferred.</li><li>
Excellent verbal and written communication skills.</li><li>
Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments.</li><li>
Demonstrated ability to interact professionally with a diverse group/executives/customers/ managers/subject matter expert.</li><li>
Exceptional attention to detail.</li><li>
Highly organized with the ability to multi-task.</li><li>
Strong analytical and problem-solving skills.</li><li>
Contributes to a professional, collaborative and rewarding work environment.</li><li>
Very customer service oriented; considerate and friendly demeanor towards customers.</li><li>
CRM software (Salesforce preferred) or helpdesk ticketing system and Microsoft Office Word and Excel (intermediate level) experience preferred.</li><li>
Experience with Jira, Smartsheet, Google Workspace, Slack and Zoom is a plus but not required</li></ul><p></p><p><b><br>
Education and Experience Requirements:</b></p><ul><li>
Bachelor&rsquo;s degree preferred.</li><li>
Previous experience in customer support or administrative roles within a corporate environment; multi-channel support experience preferred.</li><li>
Background in data analytics is a plus, but not required.</li></ul><p></p><p><b><br>
Language:</b></p><ul><li>
Fluency, both written and spoken, in English is required.</li><li>
ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English.</li></ul><p></p><p><b><br>
Working Conditions &amp; Physical Requirements:</b></p><ul><li><p>
Part-time, remote position.</p></li><li><p>
While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.</p></li></ul>
</div><div><div><div><div>Targeted Base Salary Low:
</div></div><div></div><div><div>Targeted Base Salary High:
</div></div></div></div><div></div><div><div><div><div><p><b><i>Note: </i></b><i>The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate&rsquo;s location, work experience, knowledge, skills and other compensable factors.</i></p></div></div></div></div></div><p></p>

Global Support Analyst I - Temporary Position, Part-Time

Vallen

<div><p><b>Position Summary:</b></p>
<p>
Vallen's Customer Dedicated Business Analyst is an individual contributor position responsible for performing general analytics and statistical modeling on existing data sets for various products and processes. This position targets specific areas of opportunity and process improvement by identifying areas for increasing efficiency and automation of the data analysis processes. The Customer Dedicated Analyst examines and identifies data patterns and trends to help answer business questions and improve decision making. They collaborate with the Business and Information Technology teams to study and propose data uses for both regular and ad hoc projects.
</p><p></p><p><b>Essential Job Duties and Responsibilities:</b></p>
<ul>
<li>Develop and maintain advanced Excel reports, including pivot tables, Power Query scripts, dynamic arrays, and complex formulas.</li>
<li>Create, maintain, and improve VBA/macros for process automation.</li>
<li>Collaborate with stakeholders to design Power BI dashboards, interpret DAX measures, and apply data visualization best practices.</li>
<li>Analyze data to identify trends, generate actionable insights, and support decision-making.</li>
<li>Manage and organize data in OneDrive and SharePoint for seamless collaboration.</li>
<li>Communicate complex data findings clearly to non-technical team members.</li>
<li>Balance multiple tasks while maintaining exceptional attention to detail.</li>
</ul>
<p></p>Requirements:
<p><b>Required Qualifications:</b></p>
<ul>
<li>Power BI Development Knowledge: Familiarity with DAX and visualization best practices.</li>
<li>Advanced Microsoft Excel Skills: Pivot tables, Power Query, dynamic arrays, complex formulas.</li>
<li>VBA/Macro Development: Proven expertise in process automation.</li>
<li>Microsoft Power Platform Skills: Power Automate and Power Apps.</li>
<li>Analytical Mindset: Strong problem-solving skills are essential for innovation-driven tasks.</li>
<li>Effective Communication: Ability to explain technical data insights to non-technical audiences.</li>
<li>Attention to Detail: Capable of managing multiple priorities effectively.</li>
</ul>
<p><b>Preferred Qualifications:</b></p>
<ul>
<li>Industry Insight: Prior experience in customer operations or related roles.</li>
<li>Experience: Minimum of 2-3 years in a similar role.</li>
<li>Smartsheet Expertise: Experience creating sheets, workflows, and dashboards.</li>
<li>Technical Proficiency: General knowledge of Python, R, or APIs for advanced analysis and automation.</li>
<li>Certifications: Microsoft Office Specialist: Excel Expert or Power BI/Power Platform certifications.</li>
<li>Project Management Understanding: Familiarity with tools like Microsoft Teams.</li>
<li>Industry Insight: Prior experience in customer operations or related roles.</li></ul></div>

Customer Dedicated Analyst - NOT - IT/IS/Engineering/Development

Systems Limited

<div>
 <p>
  Systems Limited is looking for a Customer Service Analyst position to deliver all order to cash related processes for assigned customers. The customer service analyst will support the logistics and customer operations team to ensure seamless end to end order to cash fulfilment
 </p>
 <p>
  This role will be responsible for a supporting a wide range of Travel retail customers working directly with the Account management teams and coordinating cross-functionally within the organization in order to deliver a first-class customer experience to all business Global Travel retail customers.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Verify customer purchase orders (e.g., contact details, pricing, terms) &amp; monitor order management process from order entry in SAP system to delivery OTIF.
  </li>
  <li>
   Ensure order vs FC check and related stock prioritization to ensure all customer requirements are met.
  </li>
  <li>
   Work with system tools, supply chain and planning team to align orders and ensure prompt communication to customers and account managers to manage expectations where shortages arise.
  </li>
  <li>
   Work with logistics team and 3PL to ensure shipment schedule meets customer requirements, advise customer of shipping information, and provide shipping instructions &amp; documents in a timely manner.
  </li>
  <li>
   Keep record of import-export &amp; shipping document as required by each country specific territory.
  </li>
  <li>
   Track orders and keep customer updated with latest ETA of product in line with customer incoterms. Confirm satisfactory delivery of product and flag any issues at receipt of goods.
  </li>
  <li>
   Ad-hoc creation of credit &amp; debit notes to customers
  </li>
  <li>
   Ensure all business processes are executed in line with company controllership policies and direction
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements
  </strong>
 </p>
 <ul>
  <li>
   Bachelors degree
  </li>
  <li>
   2-3 years&rsquo; experience working in the FMCG industry
  </li>
  <li>
   Previous experiences in Supply Chain (Logistics/Customer Services), preferably multinational FMCG companies.
  </li>
  <li>
   Hands-on experience using SAP and PowerBI is advantageous
  </li>
  <li>
   Proficient in excel, example: VLOOKUP, sum if, pivot tables
  </li>
  <li>
   Knowledge and experience in export documentation
  </li>
  <li>
   Organized and detailed oriented mindset exhibited in experience
  </li>
  <li>
   Strong written and verbal communication skills.
  </li>
  <li>
   Ability to operate independently whilst being results-oriented.
  </li>
  <li>
   Able to manage pressure well and able to build credibility within the domain
  </li>
  <li>
   Good commercial awareness and understanding of consumer and customer behavior alongside business strategy and models
  </li>
  <li>
   Experience in finding new ways to improve the efficiency of output and propose new ideas
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical / Functional / Leadership Skills Required
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Account management (commercial acumen, marketing financials, negotiation &amp; influencing)
  </li>
  <li>
   Taking ownership of all customer interactions along with high level of data integrity and attention to detail
  </li>
  <li>
   Prompt, effective and accurate resolution of customer issues while developing and maintaining strong customer relationships
  </li>
  <li>
   Strong Selling and negotiation skills, Objection Handling and effective questioning
  </li>
  <li>
   Experience in data management and analysis along with customer servicing
  </li>
  <li>
   Familiar with payment processing services/systems
  </li>
  <li>
   Reporting knowledge, especially in generating and providing insights
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Service Analyst

Federal Reserve Bank of Atlanta

<div><div>Company</div>
Federal Reserve Bank of Atlanta<div></div>
Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine&reg; Solutions, Fedwire&reg; Funds and Securities, the National Settlement Service (NSS), FedCash&reg;1, FedACH&reg;, Check Services, and the FedNow&reg; Service. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.<br>
<br>
The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.<div></div><div>
This is a 2nd shift role (4pm - 1am ET), Wednesday thru Sunday.</div><div></div><div>
The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States.</div><div><br>
The FNOC Sr. Analyst will perform critical operational activities including monitoring, working with partner stakeholder teams to mitigate risks, support participant onboarding, and execute ongoing operational tasks for the FedNow Service. Heavy emphasis will be focused on identifying opportunities to improve operational efficiency via process standardization and automation. Provide expert guidance and technical support to clients and internal teams on all FedNow-related issues. The Senior Analyst will demonstrate their subject matter expertise by acting as an escalation point to our Level 1 customer support team while fulfilling customer requests.</div><div></div><div>
What will be expected of you &ndash;</div><ul><li><div>
Develop deep expertise of the FedNow Service &amp; stay up to date on all the latest releases and development</div></li><li><div>
Interview, develop, train, mentor and provide performance feedback for Analysts</div></li><li><div>
Laser focus on a world class, end-to-end customer experience</div></li><li><div>
Facilitate high pressure troubleshooting calls for Production issues</div></li><li><div>
Need to be able to articulate complex technical concepts in a clear and accessible manner</div></li><li><div>
Fulfill all Service Requests escalated from Level 1 (L1) support</div></li><li><div>
Develop and maintain comprehensive documentation for knowledge and procedures</div></li><li><div>
Collaborate with cross-functional teams to assess functional needs, identify vulnerabilities, and recommend appropriate solutions</div></li><li><div>
Develop knowledge documentation, conduct training, and brainstorm automation ideas to support improving the customer experience via Shift Left of work to L1</div></li><li><div>
Flexibility to support a growing organization through multiple roles</div></li><li><div>
Monitor customer success metrics and KPIs</div></li><li><div>
Support the customer through FedNow functionality updates</div></li><li><div>
Support the customer onboarding process for new FedNow customers</div></li><li><div>
Independently identifying gaps and proactively creating solutions</div></li></ul><div></div><div>
Expertise you would bring &ndash;</div><ul><li><div>
Bachelor&rsquo;s degree with 5+ years relevant work experience; or 10+ years relevant work experience</div></li><li><div>
Experience working within 24*7 support operations for a large enterprise</div></li><li><div>
Ability to work in a demanding environment and handle multiple competing priorities</div></li><li><div>
Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information</div></li><li><div>
Initiative and innovation toward improving customer experience</div></li><li><div>
Organized and detail-oriented with a love for creating order out of chaos</div></li><li><div>
Motivated, energetic, adaptable with Intellectual curiosity paired with a high growth-mindset</div></li></ul><div></div><div>
Additional responsibilities -</div><ul><li><div>
Provide feedback in the hiring process of new team members</div></li><li><div>
Provide performance feedback for team members</div></li><li><div>
Perform daily backend operational activities for billing, accounting and reconciliation</div></li><li><div>
Work on frequent internal risk and compliance inquiries for internal audits</div></li><li><div>
Perform verifications, onboarding and maintenance of participant profiles</div></li><li><div>
Execute internal backend tasks for bank mergers and account closures related to the FedNow service</div></li><li><div>
Consult on and perform reviews for publicly available Federal Reserve documentation</div></li><li><div>
Adopt a continuous improvement mindset by identifying and providing feedback on efficiency opportunities</div></li></ul><div></div><div>
It's added value if you have-</div><ul><li><div>
Familiarity with ISO20022 messages</div></li><li><div>
ITIL certification</div></li></ul><div>
Experience:</div><ul><li><div>
Bachelor's Degree or 4 years equivalent experience; bachelor&rsquo;s degree preferred</div></li></ul><div>
Education:</div><ul><li><div>
Bachelor&rsquo;s degree with 5+ years relevant work experience; or 10+ years relevant work experience</div></li></ul><div></div><div>
Full Time / Part Time</div>
Full time<div></div><div>
Regular / Temporary</div>
Regular<div></div><div>
Job Exempt (Yes / No)</div>
No<div></div><div>
Job Category</div>
Operations Family Group<div></div><div>
Work Shift</div>
Second (United States of America)<div></div><div><i>
The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.</i></div><div></div><div>
Always verify and apply to jobs on Federal Reserve System Careers (<div>https://rb.wd5.myworkdayjobs.com/FRS</div>) or through verified Federal Reserve Bank social media channels.</div><div></div><div><div>
Privacy Notice</div></div></div>

Federal Reserve Financial Services FedNow Operations Center Senior Analyst

First American

<div><h2 class="jobSectionHeader"><b>Who We Are</b></h2><p></p>
Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For&reg; list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.<p></p><h2 class="jobSectionHeader"><b>
What We Do</b></h2><p></p>
Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support.<p><b>
What You'll Do</b></p><ul><li>
Ensures exceptional customer service for our customers</li><li>
Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.</li><li>
Multiple platforms used for communication &ndash; Outlook, Microsoft Teams, Zendesk</li><li>
Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.</li><li>
Responds to customer requests within the required SLA; provides follow up when needed</li><li>
Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.</li><li>
May perform additional duties relating to specific First American applications as assigned.</li><li>
May train / provide guidance to less experienced team members.</li></ul><p></p><p><b>
What You'll Bring</b></p><ul><li>
Comprehensive knowledge of escrow transactions and client operating systems.</li><li>
Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)</li><li>
Familiarity with supported production support software, environments, and methodology</li><li>
Zendesk experience is preferred</li><li>
Excellent communication, problem solving skills and telephone etiquette.</li><li>
Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.</li><li>
Ability to organize multiple tasks simultaneously and streamline workflow management.</li><li>
Detail oriented, error intolerant environment</li><li>
High School diploma or equivalent</li><li>
AA/AS degree preferred.</li><li>
2+ years of escrow related work</li><li>
2+ years customer service-related work</li></ul><p></p><div><b>
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **</b></div><div>
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
</div><div>First American intends to conduct a review of an applicant&rsquo;s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.
</div><p></p><h2 class="jobSectionHeader"><b>What We Offer</b></h2><p></p>
By choice, we don&rsquo;t simply accept individuality &ndash; we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it&rsquo;s the right thing to do, but also because it&rsquo;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.<p></p>
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.</div>

Associate Production Support Analyst (Remote, 8am-5pm PST)

Softrams

<p>Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technological implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.</p><p>Softrams, acquired in November 2024, forms the core of Tria Federal&rsquo;s new Public Health business unit. Tria Federal (Tria) delivers mission-critical technical expertise and digital services informed by deep customer expertise to Health and Public Safety agencies across the federal sector.</p><p>At Tria, we are a dynamic professional community driven by a mission rooted in service to colleagues, customers, and the community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial well-being.</p><p><b>Job Description:</b></p><p>We are looking for a highly skilled <b>bilingual (English/Spanish speaking) part-time Tier 1 Customer Support Analyst</b> to deliver high quality support to our user community. This role will be responsible for providing initial support to all incoming inquiries delivered through a variety of communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.</p><p><b>Basic Requirements:</b></p><ul><li>Ability to obtain a U.S. Federal Position of Trust clearance designation.</li><li>Must reside in and be able to perform work in the United States.</li><li>Must have lived in the United States for 3 of the last 5 years.</li><li>One or more years of proven experience in an IT service desk or customer service environment.</li></ul><p><b>Additional Bonus Qualifications:</b></p><ul><li>Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).</li><li>Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.</li><li>Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.</li><li>Thrive in a collaborative environment and maintain a positive, professional demeanor.</li><li>Excellent verbal and written communication skills.</li><li>Previous experience working on a Federal Service Desk project.</li><li>ServiceNow knowledge or experience is a big plus.</li><li>Experience with cloud-based Call Center Software, specifically CXone.</li><li>Knowledge and/or experience of Agile methodologies in a Service Desk environment.</li><li>Experience with utilizing Atlassian tools like JIRA and Confluence.</li></ul><p><b>Responsibilities:</b></p><ul><li>Provide administrative and technical support for the Center for Medicare &amp; Medicaid Services (CMS) Technical Help Desk.</li><li>Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods.</li><li>Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution.</li><li>Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.</li><li>Track incoming support requests from customers using a CMS‐approved tool (ServiceNow).</li><li>Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.</li><li>Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.</li><li>Support the development, management and use of customer support scripts.</li><li>Assist with the preparation or maintenance of standard operating procedures and protocols.</li></ul><p><i><b>Public Trust Clearance:</b></i></p><p><i>Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.</i></p><p><i><b>Work Location:</b></i></p><p><i>Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles.</i></p><p><b>Why Tria?</b></p><p>What defines the Tria brand is more than just our dedication to excellence in our craft; it&rsquo;s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team&rsquo;s shared success.</p><p>As a company that cares about people, we seek to cultivate a culture in which all can thrive personally <i>and</i> professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work <i>and</i> in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow</p><p><i><b>EEO Statement:</b></i></p><p><i>Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at recruiting@softrams.com</i></p><p>Pay: From $18.00 per hour</p><p>Benefits:</p><ul><li>Paid time off</li></ul><p>Work Location: On the road</p>

Bilingual IT Customer Service Representative

<div>
 <strong>
  Who We Are
  <br/>
  <br/>
 </strong>
 Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For&reg; list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.
 <br/>
 <br/>
 <strong>
  What We Do
  <br/>
  <br/>
 </strong>
 Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support.
 <br/>
 <br/>
 There are three available shifts for this role: 8:00 am- 5:00 pm PST, 6:30 am- 3:30 am PST, or 9:30 am - 6:30 pm PST.
 <br/>
 <br/>
 <strong>
  What You'll Do
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensures exceptional customer service for our customers
  </li>
  <li>
   Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
  </li>
  <li>
   Multiple platforms used for communication &ndash; Outlook, Microsoft Teams, Zendesk
  </li>
  <li>
   Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.
  </li>
  <li>
   Responds to customer requests within the required SLA; provides follow up when needed
  </li>
  <li>
   Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
  </li>
  <li>
   May perform additional duties relating to specific First American applications as assigned.
  </li>
  <li>
   May train / provide guidance to less experienced team members.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What You'll Bring
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Comprehensive knowledge of escrow transactions and client operating systems.
  </li>
  <li>
   Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)
  </li>
  <li>
   Familiarity with supported production support software, environments, and methodology
  </li>
  <li>
   Zendesk experience is preferred
  </li>
  <li>
   Excellent communication, problem solving skills and telephone etiquette.
  </li>
  <li>
   Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.
  </li>
  <li>
   Ability to organize multiple tasks simultaneously and streamline workflow management.
  </li>
  <li>
   Detail oriented, error intolerant environment
  </li>
  <li>
   High School diploma or equivalent
  </li>
  <li>
   AA/AS degree preferred.
  </li>
  <li>
   2+ years of escrow related work
  </li>
  <li>
   2+ years customer service-related work
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   <br/>
  </li>
 </ul>
 Pay Range: $23.37 - $31.15 Hourly, Remote
 <br/>
 <br/>
 This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
 <br/>
 <br/>
 <ul>
  <li>
   Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **
   <br/>
   <br/>
  </li>
 </ul>
 First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
 <br/>
 <br/>
 First American intends to conduct a review of an applicant&rsquo;s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.
 <br/>
 <br/>
 <strong>
  What We Offer
  <br/>
  <br/>
 </strong>
 By choice, we don&rsquo;t simply accept individuality &ndash; we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it&rsquo;s the right thing to do, but also because it&rsquo;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.
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 <br/>
 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.
</div>


Associate Production Support Analyst (Remote, 8am-5pm, 9:30am-6:30pm, or 6:30am-3:30pm PST)

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