Technical Helpdesk Analyst

About Soft Pro

Soft Pro is the nation’s leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), Soft Pro’s technology solutions are trusted by thousands of law firms and title companies across the country and play an essential role in residential and commercial real estate transactions. Our headquarters is in Raleigh, North Carolina.

• Comprehensive Benefits
  :
  Medical, dental, vision, disability, and more
• Financial Wellness
  : 401(k) with company match and Employee Stock Purchase Plan
• Generous Paid Time Off: vacation, holidays, and parental leave
• Flexibility
  :
  Some positions are eligible for 100% remote work, plus hybrid options for those living near our Raleigh HQ

Soft Pro has received national recognition for our outstanding customer service and innovative products. We were recently named a 2026 Best Place to Work by the Triangle Business Journal—an honor we’ve earned 14 times since 2012
! If these values resonate with you, we’d love to have you on our team!

Soft Pro is seeking a well-rounded Technical Helpdesk Analyst to join our talented and passionate Customer Solutions team. This position is located in our Raleigh, NC office with a hybrid (office/home) weekly schedule. Remote candidates will also be considered with an appropriate amount of experience. Work hours are 10am - 7pm ET, Monday - Friday
.

• Provide technical remote support for all Soft Pro applications and utilities to resolve outstanding issues.
• Provide high customer service to each customer you work with.
• Accurately document all customer issues, resolution steps, and gather feedback in support tracking software.
• Ability to handle several priorities and manage knowledge of multiple products and their features.
• Provide technical consultations, installations, and upgrades on our suite of products and products in development.
• Communicate implementation or configuration issues to the Business Services Group and R&D Team.
• Maintain knowledge of current and emerging computing technologies.
• Perform other duties as assigned
• Participate in regular continuing education to maintain and grow skillset.

• Excellent communication, organization, and interpersonal skills.
• Strong problem solving, troubleshooting, analysis and testing skills including:
• Client-Server-Database Applications
• Windows Server 2016 and later
• SQL Server 2016 and later
• Admin Accounts and Permissions
• SQL Tools such as SSMS and Sentry One
• Performance troubleshooting
• Writing and running SQL queries
• User management and Authentication (Active Directory)
• Desktop Operating Systems (Windows 11)
• Cloud and On-Prem server environments
• Terminal server technologies
• Modern Microsoft Office Suites including Office 365
• Experience with remote desktop control solutions (Beyond Trust, Web Ex)
• Windows logging tools and Event Viewer log analysis
• Experience and/or support knowledge of LAN/WAN devices and network troubleshooting
• Plugin integration troubleshooting
• The ideal candidate will have a great attitude and feel comfortable working in a dynamic and fast‑paced team environment.
• 2 years of previous Customer Service experience with consistently high ratings.
• The ability to meet and exceed Key Performance Indicators.
• A desire and the ability to seek out resolutions without prompting.
• Work effectively in a team environment contributing to the overall growth of the entire team.
• Demonstrate attention to detail, exhibit concise written and verbal communication skills, have strong organizational skills.
• Evening and Weekend availability as needed for rotational on-call calendar.

• Be part of a supportive, fun team that values innovation and collaboration.
• Enjoy opportunities for professional growth and continuous learning.
• Make a real difference by helping customers succeed with tools that power the real estate industry.

At Soft Pro, our success is built on the principles we live every day:
Deliver 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 Employer
FNF, 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.