Tier 2 Internal Support Specialist - eRecording

ENTERPRISE SERVICES

Job Description:

This is an internal customer support position but it is not technical support.

SUMMARY:

Provide operational assistance for Customers through analysis, training, documentation, and resolution within designated areas of expertise.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide support services using internal and external applications
• Escalate issues based on business impact and service level agreement (SLA) requirements.
• Thoroughly document incident activities
• Have an understanding of support service concepts and be able to identify the differences among events as incident or problem.
• Escalate and coordinate communication across functional groups.
• Act as a point of escalation for Tier I staff.
• Provide shift coverage as needed.
• Monitor document submission, formatting and data entry to ensure timely and accurate recording.
• Identify inefficiencies and bottlenecks in current process.
• Monitoring outcomes to ensure improvements are sustained over time.
• Other duties as assigned or required.

EXPERTISE:

• Competent to work with minimal supervision.
• Maintains awareness of appropriate escalation scenarios to ensure the most efficient resolution.
• Acts as escalation point to less experienced staff.
• Demonstrates effective communication skills.
• Strong attention to detail and problem solving skills

EXPERIENCE:

• Typically has 1-3 years of relevant work experience in a support role
• Knowledge of real estate property documents is preferred but not required

TECHNICAL SKILLS:

• Possesses intermediate proficiency in Microsoft Excel including, VLookup, Pivot Tables, with the capacity to manipulate data.
• Proficient in Microsoft Windows and Office suite (Outlook, Word, Excel, Teams, etc.)
• Proficient in navigating computers and browsers to manage digital tasks and accessing online resources
• Able to follow instructions given both in writing and verbally to complete tasks accurately
• Maintain detailed and technical expertise of business operations, workflow, and procedures for supported business functions.
• Proficient in understanding processes and concepts to interpret and apply information effectively.
• Possesses documentation skills with the ability to record processes in a clear, concise, and organized manner
• Skilled in understanding workflow configurations
• Ability to priortize tasks daily
• Typing skills: 40-50 wpm
• Ability to operate scanner, printer, fax machine, phone.
• Experience with Salesforce or another CRM system is preferred but not required.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED:

Educational Requirements:

• Associate's Degree or higher degree preferred but not required; relevant work experience will be considered. 

Communication and Interpersonal skills:

• Excellent interpersonal and customer service skills.
• Ability to prioritize and handle multiple projects and prioritize effectively.
• Strong attention to detail and organizational skills.
• At a minimum, the ability to work an identified 8 hour shift between the hours of 7:00 a.m. to 7:00 p.m., Monday through Friday.
• Consistent attendance is required, which may include attendance at after-hour company events.
• Ability to accept supervision.
• Ability to foster, develop and maintain professional and collaborative working relationships. Must be able to get along with others, i.e., peers, supervisors, outside customers, and vendors.
• Ability to interact effectively and professionally with all levels of management, employees and customers by email, phone, video conferences and in person. 
• Must be a personable, positive, and professional representative of the company.
• Ability to work overtime as requested and approved by supervisor.
• Perform other duties as assigned by supervisor.

PHYSICAL/MENTAL DEMANDS:

• Proactive problem solver with a strategic mindset that is capable of critical thinking.
• Demonstrate a strong aptitude for quickly learning new applications and tools with training.
• Ability to change tasks quickly and proficiently.
• Ability to work with confidential information.
• Must be flexible with a can-do attitude and can remain professional under high pressure situations.
• Ability to learn tools and applications with training.
• Ability to work in an office setting five days a week.
• Repetitive and continual keyboard activity and interaction

Sedentary work:  The majority of activity in this position involves sedentary work including sitting, standing, walking and the occasional need to lift or move objects.

#LI-KB1

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:

$20.00-$30.00

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