Tier One 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 offers comprehensive health benefit offerings (medical, dental, vision, disability, etc.), 401k and Employee Stock Purchase Plans with company matching, as well as generous paid vacation time and paid parental leave. We have positions that are eligible to be 100% remote. Employees who live near our Raleigh, NC Headquarters can choose to work a hybrid (office/home) schedule.

Soft Pro has received national recognition for our excellent customer service and products and we were recently recognized as a 2025 Best Places to Work by the Triangle Business Journal! Soft Pro has won this prestigious award 13 times since 2012!

Soft Pro is seeking a Tier One Customer Support Analyst to join our Support Team in our Raleigh, NC office, with the flexibility to work from home  are looking for a dependable, customer-focused professional to serve as the first point of contact for customers reaching out to the Soft Pro Solutions Center. This is a full-time position with hours from 8:30 AM to 5:30 PM, Monday through Friday, with occasional overtime as needed.

As a Tier One Support Analyst, you will play a vital role in delivering exceptional service and technical support to our customers. You’ll help ensure a smooth and positive experience by resolving issues, answering questions, and escalating concerns when necessary.

• Respond promptly and professionally to inbound support calls, voicemails, and emails.
• Gather detailed information about customer issues and provide immediate assistance or escalate appropriately.
• Guide users through basic troubleshooting steps and provide clear, step‑by‑step solutions.

• Create and manage support cases in Microsoft Dynamics 365, ensuring accurate and thorough documentation.
• Track and follow up on open cases to ensure timely resolution and customer satisfaction.

• Stay current on tools and systems used in support such as Microsoft Teams, Microsoft Outlook, Soft Pro Knowledge Base, Microsoft Dynamics 365, Soft Pro F1 Help, Webex Contact Center, and more.
• Maintain a strong understanding of Soft Pro products and services to provide accurate information and guidance.

• Assist with scheduling customer upgrade and migration appointments.
• Monitor support queues and update Tier 1 Management during periods of high call volume or recurring issues.

• Identify opportunities to refer customers to Sales for additional products, services (AMS, reconciliation, customization), or manuals.
• Direct customers to the Soft Pro Training Website when training needs are expressed.

• Work closely with Tier 2 and other internal teams to elevate and resolve complex issues.
• Participate in team meetings and knowledge‑sharing sessions to stay informed and aligned.

• Recommend updates to documentation or internal processes to enhance the customer experience.
• Contribute to the development of support resources and FAQs.

• Meet or exceed performance metrics.
• Maintain a positive, empathetic, and professional attitude in all interactions.

• Take on other responsibilities as assigned to support the overall success of the Solution Center.

To thrive in this role, you should bring a customer-first mindset, strong communication skills, and a passion for problem-solving.

• Experience:
  
  Previous experience in a call center or customer support environment is highly preferred.
• Communication
  
  Skills:
  
  Excellent verbal and written…