Tier One Support Analyst
Tier One Support Analyst
Posted on :
25-07-2025
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1 Vacancy
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Job Description
SoftPro is the nations leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF) SoftPros technology solutions are used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial Real Estate transactions. SoftPros Headquarters is in Raleigh North Carolina.
SoftPro offers comprehensive health benefit offerings (medical dental vision disability etc.) 401k and Employee Stock Purchase Plans with company matching as well as generous paid vacation time and paid parental leave. We have positions that are eligible to be 100% remote. Employees who live near our Raleigh NC Headquarters can choose to work a hybrid (office/home) schedule.
SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2025 Best Places to Work by the Triangle Business Journal! SoftPro has won this prestigious award 13 times since 2012!
What are we looking for
SoftPro is seeking a Tier One Customer Support Analyst to join our Support Team in our Raleigh NC office with the flexibility to work from home at times. We are looking for a dependable customer-focused professional to serve as the first point of contact for customers reaching out to the SoftPro Solutions Center. This is a full-time position with hours from 8:30 AM to 5:30 PM Monday through Friday with occasional overtime as needed.
What will I do as a Tier One Support Analyst on the Support Team at SoftPro
As a Tier One Support Analyst you will play a vital role in delivering exceptional service and technical support to our customers. Youll help ensure a smooth and positive experience by resolving issues answering questions and escalating concerns when necessary. Your responsibilities will include:
Customer Interaction & Issue Resolution
SoftPro offers comprehensive health benefit offerings (medical dental vision disability etc.) 401k and Employee Stock Purchase Plans with company matching as well as generous paid vacation time and paid parental leave. We have positions that are eligible to be 100% remote. Employees who live near our Raleigh NC Headquarters can choose to work a hybrid (office/home) schedule.
SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2025 Best Places to Work by the Triangle Business Journal! SoftPro has won this prestigious award 13 times since 2012!
What are we looking for
SoftPro is seeking a Tier One Customer Support Analyst to join our Support Team in our Raleigh NC office with the flexibility to work from home at times. We are looking for a dependable customer-focused professional to serve as the first point of contact for customers reaching out to the SoftPro Solutions Center. This is a full-time position with hours from 8:30 AM to 5:30 PM Monday through Friday with occasional overtime as needed.
What will I do as a Tier One Support Analyst on the Support Team at SoftPro
As a Tier One Support Analyst you will play a vital role in delivering exceptional service and technical support to our customers. Youll help ensure a smooth and positive experience by resolving issues answering questions and escalating concerns when necessary. Your responsibilities will include:
Customer Interaction & Issue Resolution
- Respond promptly and professionally to inbound support calls voicemails and emails.
- Gather detailed information about customer issues and provide immediate assistance or escalate appropriately.
- Guide users through basic troubleshooting steps and provide clear step-by-step solutions.
Case Management & Documentation
- Create and manage support cases in Microsoft Dynamics 365 ensuring accurate and thorough documentation.
- Track and follow up on open cases to ensure timely resolution and customer satisfaction.
Tool & Product Proficiency
- Stay current on tools and systems used in support such as Microsoft Teams Microsoft Outlook SoftPro Knowledge Base Microsoft Dynamics 365 SoftPro F1 Help Webex Contact Center and more.
- Maintain a strong understanding of SoftPro products and services to provide accurate information and guidance.
Appointment & Queue Coordination
- Assist with scheduling customer upgrade and migration appointments.
- Monitor support queues and update Tier 1 Management during periods of high call volume or recurring issues.
Sales & Training Referrals
- Identify opportunities to refer customers to Sales for additional products services (AMS reconciliation customization) or manuals.
- Direct customers to the SoftPro Training Website when training needs are expressed.
Collaboration & Escalation
- Work closely with Tier 2 and other internal teams to escalate and resolve complex issues.
- Participate in team meetings and knowledge-sharing sessions to stay informed and aligned.
Process Improvement & Documentation
- Recommend updates to documentation or internal processes to enhance the customer experience.
- Contribute to the development of support resources and FAQs.
Performance & Professionalism
- Meet or exceed performance metrics
- Maintain a positive empathetic and professional attitude in all interactions.
Additional Duties
- Take on other responsibilities as assigned to support the overall success of the Solution Center.
What skills do I need to be a successful Tier One Support Analyst at SoftPro
To thrive in this role you should bring a customer-first mindset strong communication skills and a passion for problem-solving. Key qualifications include:
- Experience: Previous experience in a call center or customer support environment is highly preferred.
- Communication Skills: Excellent verbal and written communication skills across phone email and chat platforms.
- Customer Service Excellence: A strong commitment to delivering outstanding service and building positive customer relationships.
- Technical Proficiency: Familiarity with Microsoft Outlook and Office Suite; experience with CRM systems (especially Microsoft Dynamics) is a plus.
- Organizational Skills: Ability to prioritize tasks effectively in a fast-paced environment and manage multiple responsibilities simultaneously.
Team-Oriented Attitude: Willingness to collaborate share knowledge and contribute to a supportive team culture.
Join us and live our Core Values
Deliver AMAZING Customer Service Be an AWESOME Teammate Adopt a Sense of Urgency Innovate to be Efficient Produce Quality Work Take Initiative Go the Extra Mile.
EQUAL OPPORTUNITY POLICY
FNF its affiliates and subsidiaries is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex age disability protected veteran status national origin sexual orientation gender identity or expression (including transgender status) genetic information or any other characteristic protected by applicable law.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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