Sr. Service Desk Analyst

If you’re good at what you do, you can work anywhere. If you’re the best at what you do, come work for Doma.

Want to infuse a $34B sector of the insurance and real estate industry with predictive analytics and a tech-forward customer experience? Join Doma and send an entirely new type of real estate model into the world.

About Us  

Doma offers solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly simpler and more efficient, reducing cost and increasing customer satisfaction.

Our Values

• Customer Obsessed – We always put our customers first.
• Solution Driven – We solve problems that other people are afraid to.
• People leaders – We grow all of our people into leaders.
• One Team – We believe inclusion and teamwork produce the best results.
• Direct with Respect – We communicate with honesty and respect to our colleagues, customers, and partners.

Responsibilities

• Be obsessed with providing excellent customer service
• Adapt to new situations and learn quickly
• Meet and exceed SLA standards: close tickets in a timely manner while upholding customer service standards
• Interact closely with customers to understand their needs
• Anticipate and proactively respond to customers
• Troubleshoot and resolve tickets within SLA
• Able to coordinate with geographically dispersed teams to achieve results
• Able to support 24x7x365 on-call rotation
• Assist in troubleshooting team related issues
• Provide coaching to less experienced team members
• Contact support teams to assist with incident resolution regarding system outages
• Follow up on unresolved ticket status on behalf of the customer

Required Skills & Experience

• 10 years of Service Desk experience supporting more than 1000 users
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• High degree of initiative, mature judgment and discretion
• Must perform well in high-energy, dynamic and team-oriented environments
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
• Practical knowledge of ITIL / Incident / Request / Problem / Change Management; ITIL certification must be obtained within 90 days of hire
• Action- oriented and self-motivated with the ability to improve the effectiveness, performance and efficiency of the Service Desk team
• Advanced knowledge of Windows 10, Office 365, Active Directory, TCP/IP. Printers, Scanners, M.D.M. and Mobile devices
• Experience support VDI environments. Terminal Services / Windows Virtual Desktop
• Excellent oral communications skills in a telephone-centric customer service setting.
• Excellent written skills and experience with documentation of issues and resolutions
• Must be able to work independently with minimal supervision

We offer a comprehensive package of benefits to eligible employees: medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

How we’ll value you and make your life a bit easier:

We believe the most valuable investment we can make is to build an outstanding team of colleagues and leaders who are passionate about our mission.

We currently offer the following benefits to all Full-Time employees:

• Work/Life Balance - We encourage taking Paid Time Off (PTO)!
• 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity)
• Incredible medical, dental, and vision benefits options to allow you to customize to you and your family’s needs that all start on your first day of employment
• Flexible Spending Account (FSA) & Health Savings Account (HSA)
• 401K with company match program
• Tuition Reimbursement
• Short-Term & Long-Term Disability
• Commuter Flexible Spending Account (i.e. Transit or Parking)
• Supplemental Life and AD&D Insurance
• Auto & Home Insurance Group Life Insurance
• Critical Illness, Injury and Hospital Insurance 
• Pet Insurance

We believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, c