Technical Support Analyst

Title: Technical Support Analyst

Location: Raleigh, NC - US 

Job Description:

Full time

job requisition id

26-59

SoftPro is the nation's leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’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. SoftPro’s Headquarters is in Raleigh, North Carolina.

SoftPro 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! SoftPro has won this prestigious award 14 times since 2012!

What are we looking for?

SoftPro 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.
 

What will I do as a Technical Helpdesk Analyst at SoftPro?

• Provide technical remote support for all SoftPro 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.  

What skills will I need to be successful as a Technical Helpdesk Analyst at SoftPro?

• 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 SentryOne

• 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 (BeyondTrust, WebEx)

• 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.

COMPENSATION & BENEFITS

FNF, its affiliates, and subsidiaries carefully considers multiple factors to determine compensation, including a candidate's education, training, specialty, experience, and work location. 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.

JOIN US AND LIVE OUR CORE VALUES

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 POLICY
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.