Join a team that puts its People First! As a member of First American's family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. 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 list for six 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.
Job Summary
Essential Functions
Install and sets up computers for business staff.
Researches, resolves, and responds to questions received via telephone calls, tracking system, and callbacks in a timely manner, in accordance with standards. All activity is documented in the tracking system.
Escalates problems to appropriate individual based on established guidelines and procedures.
Perform site inspections.
Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
Participates in and supports assigned internal special projects, including facility projects, special implementations, etc.
Tests and ensures applications are correctly installed and configured on the computer.
Participates in team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process.
Works with users to provide limited desktop training.
May assist with Server and/or LAN support.
Use and contribute to the knowledge base to resolve issues using KCS methodology.
Required to perform duties outside of normal work hours based on business needs.
Requirements
Bachelor's degree, equivalent work related experience, or technical certifications
At least 2-4 years of directly related experience
Understanding of technology disciplines to set up and repair complex desktop systems and issues with limited assistance
Experience configuring and testing desktop systems with limited supervision.
Basic knowledge of project management to act as team member
Thorough understanding of ACD system and trouble ticket process to provide problem resolution and coordinate with other units.
Demonstrated problems-solving skills to ensure quick and efficient problem resolution.
Demonstrated experience in providing excellent customer service.
Good communication, problem solving skills and telephone etiquette.
Ability to use Desktop standards and follow guidelines, as well as help others interpret policy.
Excellent organizational skills to maximize effort and time.
Proficiency in Windows Operating Systems and Microsoft Office applications
Microsoft Workstation Certifications preferred
KCS Foundations preferred
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.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.
