Tier One Support Analyst

SoftPro is the nation's leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s 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. SoftPro’s 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. You’ll help ensure a smooth and positive experience by resolving issues, answering questions, and escalating concerns when necessary. Your responsibilities will include:Customer Interaction & Issue ResolutionRespond 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 & DocumentationCreate 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 ProficiencyStay 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 CoordinationAssist 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 ReferralsIdentify 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 & EscalationWork 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 & DocumentationRecommend updates to documentation or internal processes to enhance the customer experience.Contribute to the development of support resources and FAQs.Performance & ProfessionalismMeet or exceed performance metricsMaintain a positive, empathetic, and professional attitude in all interactions.Additional DutiesTake 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 ValuesDeliver 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 POLICYFNF, 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.