Tier II Technical Support Analyst

Overview

The Tier II Technical Support Analyst is a designated product, software and services support specialist in Ram Quest’s Customer Experience organization. The role provides elevated support to both internal and external customers, handling product inquiries, troubleshooting, and issue resolution.

• Provide Tier II technical support for Ram Quest products via phone, live chat, and email.
• Receive and analyze escalated tickets from Tier I to identify, validate, and resolve customer‑reported issues.
• Assess customer business needs, diagnose problems using online tools and analytical thinking, and develop solutions.
• Accurately log call information in the Ram Quest call‑tracking system.
• Maintain ownership of tickets, following up with customers until resolution.
• Research open issues thoroughly and move them toward accurate resolution quickly.
• Develop thorough knowledge of each Ram Quest application, the Op2 platform, and operating systems used.
• Deploy products as necessary to meet customer business needs.
• Attend and participate in Ram Quest and other job‑related training courses while meeting daily department goals.
• Work a flexible schedule (Monday‑Friday, 7am – 7pm).
• Complete other duties as necessary to provide quality service to Ram Quest clients.

• A.S. degree or higher in a related field (preferred).
• Title Industry applications experience (preferred).
• Three years of software help‑desk experience.
• Previous technical support experience at Tier I or greater.
• Strong computer skills, including programming, Windows administration, SQL administration, and (a plus) networking administration.
• Proficient in Microsoft Office Suite and Outlook.
• Ability to prioritize customer issues and resolve or escale with urgency.
• Excellent written, proofreading, and verbal communication skills.
• Detail oriented, organized, and able to multitask.
• Ability to establish supportive relationships with peers, clients, partners, and corporate executives.
• Flexible with a can‑do attitude and able to remain professional under high pressure.
• Ability to retain and protect confidential material.
• Meet criminal background and MVR screening requirements.

Competitive salary, health, life and disability insurance, paid time off, and retirement plans.

For California applicants, please view our CCPA applicant notice.

Note:

If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please contact your human resources representative regarding the application process.

Old Republic Title is an Equal Opportunity Employer.