Senior Customer Success Specialist

Company Summary

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. The Mortgage Solutions division provides title insurance settlement services, signing services, portfolio analytics, retention and acquisition services; property valuations; and default solutions for the mortgage banking industry. In fact, Mortgage Solutions works with a multitude of people across the entire origination, servicing and default continuum, and has helped close millions of real estate transactions nationwide.

Job Summary

• Job Title – Appraiser Customer Support
• Job Description - Assist ACI appraiser customers with desktop application support and general functionality of ACI appraiser products.

Skills Needed

• Basic technical troubleshooting skills (Windows OS, desktop applications, networking fundamentals)
• Strong written communication skills with the ability to explain technical concepts clearly
• Real estate industry knowledge. Appraisal specific knowledge a plus
• Ability to learn how ACI products and internal systems function and interact with each other
• Must type at least 50 words per minute
• Strong problem-solving skills and attention to detail

Responsibilities

• Provide timely, accurate support to customers via chat and email for ACI desktop applications and cloud-based applications
• Troubleshoot software issues, including installation, configuration, and usability concerns
• Guide users through step-by-step solutions and product functionality
• Document customer interactions, issues, and resolutions in the support system
• Escalate complex or unresolved issues to appropriate internal teams
• Maintain up-to-date knowledge of ACI products, updates, and known issues
• Identify trends in customer inquiries and provide feedback to improve products and support processes
• Deliver a high standard of customer service aligned with company expectations

Proposed Hours of Operation

Live Chat Support

• Monday to Friday: 8:00 AM – 12:00 AM EST (5 working days with 8 hours of productive work per day)
• Tuesday to Saturday (Weekend Coverage): 8:00 AM – 6:00 PM EST (5 working days with 8 hours of productive work per day
• Holiday hours may vary

Working Mode: Hybrid

FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers.