SoftPro Customer Support Analyst

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 trusted by thousands of law firms and title companies across the country and play an essential role in residential and commercial real estate transactions. Our headquarters is in Raleigh, North Carolina.

Why Join SoftPro?

We believe in taking care of our people and fostering a culture of excellence.

• Comprehensive Benefits: Medical, dental, vision, disability, and more
• Financial Wellness: 401(k) with company match and Employee Stock Purchase Plan
• Generous Paid Time Off: vacation, holidays, and parental leave
• Flexibility: Some positions are eligible for 100% remote work, plus hybrid options for those living near our Raleigh HQ

SoftPro has received national recognition for our outstanding customer service and innovative products. We were recently named a 2026 Best Place to Work by the Triangle Business Journal—an honor we’ve earned 14 times (and counting)!

About the role

SoftPro is seeking a Customer Solutions Analyst to join our talented and passionate Customer Solutions team. This position can be located in our Raleigh, NC office or as a remote employee. East Coast and Central candidate hours: 8:30am – 5:30pm local time. West Coast and Mountain candidate hours: 10am – 7pm PT and 6am – 3pm PT (every other month).

Responsibilities

In this position, you will resolve Real Estate industry application issues for all SoftPro applications, primarily SoftPro Select, and accompany services/utilities. Additionally, you will:

• Assist SoftPro customers with various tasks, including but not limited to, CDF/file balancing, reconciliation of trust accounts, and other related pieces of the Real Estate closing process.
• Accurately document all customer issues, resolution steps, and gather feedback in support tracking software.
• Provide a high level of customer service to each customer you work with at all times.
• Handle several priorities and manage knowledge of multiple products and their features.
• Additional duties as assigned.

Requirements

• Experience with the Real Estate Closing and Title Insurance procedures - required.
• Experience with West Coast Escrow & Closing process is a plus.
• The ideal candidate will have a great attitude and feel comfortable working in a high-paced team environment, and have great problem-solving/troubleshooting skills.
• Quick learner, eager to learn new technologies that provide solutions for the Real Estate closing and title industry.
• Excellent communication, organization, and interpersonal skills.
• Strong Problem Solving, troubleshooting, analysis, and testing skills.
• Must be familiar/comfortable with working in the Microsoft Windows operating system and applications.
• Proficient in typing and math a must!
• 2 years of previous Customer Service experience.
• Prior experience with SoftPro is a plus!

Benefits

• Be part of a supportive, fun team that values innovation and collaboration.
• Enjoy opportunities for professional growth and continuous learning.
• Make a real difference by helping customers succeed with tools that power the real estate industry.

Schedule

East Coast and Central candidate hours: 8:30am – 5:30pm local time. West Coast and Mountain candidate hours: 10am – 7pm PT and 6am – 3pm PT (every other month).

Core Values

At SoftPro, our success is built on the principles we live every day:

• 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