Real Estate Customer Support Analyst

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 used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial Real Estate transactions. Soft Pro’s Headquarters is in Raleigh, North Carolina. Soft Pro has received national recognition for our excellent customer service and products and we were recently recognized as a 2026 Best Places to Work by the Triangle Business Journal!

Soft Pro has won this prestigious award 14 times since 2012!

What are we looking for? Soft Pro is seeking a Real Estate Customer Solutions Support Analyst. In this position, you will be responsible for providing telephone support to our parent company’s direct operations as they implement Soft Pro Select to various sites across the country. This position can be located in our Raleigh, NC office in a Hybrid role, or as a remote employee.

We are looking for individuals to work 9am – 6pm PT (12pm – 9pm ET), Monday - Friday.

What will I do as a Customer Solutions Analyst? Provide closing and/or title phone support for all operations using Soft Pro Select and resolve issues promptly and efficiently. Assist with balancing HUD/CDF/Commercial orders, reconciliation, and other related tasks in the Real Estate closing process. Document each call and its resolution thoroughly and accurately. Provide a high level of customer service to each customer you work with at all times.

Additional duties as assigned.

What skills do I need to be a successful Customer Solutions Analyst? 2+ years’ experience working within the real estate industry as an escrow / closing specialist, paralegal, or title officer is a must. The ideal candidate will have a great attitude and feel comfortable working in a high-paced team environment. Must be familiar / comfortable with working in the Microsoft Windows operating system and applications.

2 years of previous customer service experience, preferably in a call center environment. Experience with West Coast Escrow & Closing process experience is a plus. Prior experience with Soft Pro is a plus! Excellent communication, problem-solving, and teamwork skills.

Educational Requirements Bachelor’s degree or Associate’s degree, or one to two years of related experience and/or training, or an equivalent combination of education and experience.

• The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

• 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

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.

FNF® is the leading provider of title insurance and settlement services to the real estate and mortgage industries. FNF®'s various mortgage and real estate services companies provide services that complement our title insurance business. From a full-service qualified intermediary, home warranties, UCC insurance, relocation services, and notary services, we provide essential services to fulfill the needs of a changing real estate industry.

FNF® believes the power of technology can elevate the real estate transaction. From investments in title and escrow software to industry-leading real estate partner solutions, we take our commitment to provide real estate professionals and consumers with a truly reimagined, transparent, connected, and trusted real estate experience to heart.