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Largo, Florida - USD Full Time Posted: Thursday, 7 December 2017
Company Summary

First American Title Insurance Company, the largest subsidiary of First American Financial Corporation (NYSE: FAF), traces its history to 1889. One of the largest title insurers in the nation, the company offers title services through its direct operations and an extensive network of agents throughout the United States and abroad. First American Title provides comprehensive title insurance coverage and professional services for purchases, construction, refinances, or equity loans. The companys thorough searches, title clearance, and insurance help to produce clear property titles and enable the efficient transfer of real estate. First American was named one of FORTUNE's 100 Best Companies to Work For in 2016 and 2017. For more information, visit

Job Summary

Provides system and business support to end-users using title and escrow production systems. 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' systems to identify user problems to resolve operating difficulties.

Essential Functions
  • A ssists with answering calls to Service Desk related to the following:
  • CPL (Closing Protection Letter) Issuance
  • Pricing (Premium and Endorsements) Calculations
  • Basic understanding of Settlement Statements/Closing Disclosures(CDs)/HUDs
  • Provides accurate and creative solutions to customer problems of serious and critical nature to ensure customer productivity.
  • Enhances and develops quality support methods and communication skills through coaching, feedback, closing script review, and other developmental approaches.
  • Assists in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
  • Escalates problems to appropriate individuals/departments based on established procedures. Coordinates Service Desk special projects, project testing and advanced problem resolution.
  • Assists in maintaining Service Desk e-mail and web portal(s) by reading, opening/documenting information into tracking tickets and escalating to proper person or department.
  • Assists in the developing and maintaining of a problem resolution knowledge base.
Knowledge and Skills/Technology Used

  • Attention to detail.
  • Ability to work in partnership with a variety of internal and external contacts to support collaboration of business between the parties.
  • Strong interpersonal and communication skills.
  • Proficient in MS Office Applications.
  • Familiarity with legal and real estate terminology.
  • Excellent customer service skills and telephone etiquette. Strong problem solving skills.
  • Ability to set Service Desk standards and develop guidelines, as well as help others interpret policy.
  • Broad range of network, desktop, mainframe, telephony and VOIP (voice over Internet protocol) knowledge is highly desirable.
  • Maintains currency and highest level of technical skill in field of expertise.
Typical Education

  • Two year technical degree or equivalent work related experience required
Typical Range of Experience

  • Typically have 4-7 years of directly related experience (such as computer systems or IT support) within a service desk/technical support environment. Title and escrow knowledge required.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

First 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

Largo, Florida, United States of America
First American Careers
First American Careers
12/7/2017 6:08:45 AM

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