• Ensures exceptional customer service for our customers. • Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department. • Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary. • Responds to customer requests within the required SLA; provides follow up when needed. • Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers. • May perform additional duties relating to specific First American applications as assigned. • May train / provide guidance to less experienced team members.