Job Description:
Provide technical and operational support for title production software, business applications, and related systems. Diagnose and resolve user issues through analysis, troubleshooting, documentation, and technical consultation while delivering a high level of customer service and maximizing first-contact resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Troubleshoot, diagnose, and resolve software and application issues while providing timely remote support to users.
- Monitor and document incidents, troubleshooting steps, and resolutions in the incident management system in a timely manner.
- Communicate issue status, progress, and resolutions to customers and internal teams professionally and courteously.
- Escalate complex issues and collaborate with development and IT teams when needed.
- Maintain a high degree of first-contact problem resolution.
- Participate in on-call and shift coverage rotations as required.
- Submit enhancement requests and software defect documentation to development teams.
- Support software implementations, releases, and enhancements, including testing, user adoption, and training.
- Serve as a subject matter expert on title production software, title and escrow operations, and related business processes.
- Share knowledge and provide cross-training to support team effectiveness and continuity.
- Train users on title production software functionality and updates.
- Develop and maintain a strong understanding of title and escrow operations.
- Maintain a high level of customer satisfaction.
- Build collaborative working relationships with employees, customers, vendors, and management.
- Represent the company professionally in all interactions.
Education & Experience:
- Associate degree, related certification, relevant work experience, or equivalent combination of education and experience.
- 1-5 years of title, escrow, mortgage closing, software support, or related experience.
- Experience with title production software.
- Working knowledge of residential & commercial mortgage closings
- Working knowledge of closing packages, settlement statements, and disbursement/funding processes
- Working knowledge of policy preparation and recordings
- Working knowledge of accounting functions such as invoicing, payment posting, investments, and bank reconciliations
- Proficiency with Microsoft Office Suite, Outlook, collaboration tools, and learning technologies.
- Ability to support software in a networked environment.
- Understanding of application architecture, user access, security, and data management.
- Experience testing software enhancements and documenting requirements.
- Ability to learn and support business-critical title and escrow applications.
Communication and Interpersonal skills:
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal abilities.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities and projects.
- Strong attention to detail.
- Ability to work independently while collaborating with team members.
- Ability to work effectively under pressure and adapt to changing priorities
Physical/Mental Demands
- Ability to handle confidential information.
- Frequent computer, keyboard, and monitor use.
- Primarily sedentary work involves sitting, standing, and walking.
- Flexibility to work assigned shifts, overtime, and on-call schedules as needed.
- Occasional travel may be required.
- Consistent attendance and reliable availability are essential
Additional Expectations
- Demonstrate professionalism, integrity, and ethical conduct.
- Comply with company policies and procedures.
- Support a respectful, inclusive, and collaborative work environment.
- Perform other duties as assigned.
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The estimated pay range stated represents the typical pay range for this position or similarly employed employees or employees performing substantially similar work. Factors which may be used to determine the actual pay rate may include, but are not limited to, education, training or experience; seniority; merit and work performance; quantity or quality of production; regional differences in compensation; differences in local minimum wages, or ability and effort.
Position's Pay Range:
$28.00 - $33.00/hour
Benefits may include:
Comprehensive medical, prescriptions, dental and vision plans
401(k) plan with a discretionary company match
Shareholder Purchase and Reinvestment Plan
Basic life and accidental death and dismemberment insurance premium paid by the company
Voluntary supplemental life insurance for employees, spouses and dependent children
Fertility and Family Building Benefits
Paid Disability benefits
Paid time off programs
11 Company paid holidays per year
Flexible spending account
Health savings account (available to High Deductible Health Plan participants only)
Employee Assistance Program
Educational Assistance Program
Voluntary benefits, such as Critical Illness, Hospital Indemnity, Pet Insurance and Accident Insurance
Title insurance policies and certain escrow services for the employee’s primary personal residence at no charge
Transportation benefit plan for mass transit, parking and vanpool, in several markets
Note: If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please get in touch with your human resources representative regarding the application process.
For California applicants, please click the following link to view our CCPA Applicant Notice
Old Republic Title is an Equal Opportunity Employer
