Technical Helpdesk Analyst

Overview

Soft Pro, a leading provider of real estate closing and title insurance software, is seeking a Technical Support Analyst to join our Customer Solutions team. This role is based in Raleigh, NC with a hybrid office/home schedule and remote candidates are welcome.

• Provide technical remote support for all Soft Pro applications and utilities to resolve outstanding issues.
• Deliver high customer service to each customer you work with and accurately document all customer issues and resolution steps in the support tracking software.
• Manage multiple priorities and maintain knowledge of multiple products and their features.
• Provide technical consultations, installations, and upgrades on our suite of products and those 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 and participate in regular continuing education to grow skillset.

• Excellent communication, organization, and interpersonal skills.
• Strong problem‑solving, troubleshooting, analysis, and testing skills, including knowledge of client‑server‑database applications, Windows Server 2016 or later, SQL Server 2016 or later, and administration of accounts and permissions.
• Experience with SQL tools (SSMS, Sentry One), performance troubleshooting, and writing SQL queries.
• Experience with Active Directory, Windows 11, cloud and on‑prem server environments, terminal server technologies, Office 365, and remote desktop control solutions (Beyond Trust, Web Ex).
• Knowledge of network devices and LAN/WAN troubleshooting, plugin integration, and logging tools such as Event Viewer.
• Minimum 2 years of customer service experience, with high ratings and the ability to meet key performance indicators.
• Evening and weekend availability for on‑call rotation.

EQUAL OPPORTUNITY POLICY
FNF, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, age, disability, or any other protected characteristic.