Title Production System Support Technician

Position Summary

Shaddock Corporate Services (SCS) is seeking a customer-focused Title & Escrow Applications Support Specialist to provide technical and application support for the company's title and escrow production platforms, including RamQuest Complete Closing Enterprise (CCE), SoftPro Select, and Qualia ResWare. This role serves as a primary support resource for title, escrow, and operational team members by troubleshooting application issues, managing user access, and delivering timely end-user support to maximize productivity and resolve challenges.

The ideal candidate combines strong technical troubleshooting skills with a solid understanding of title insurance and operational workflows. Success in this role requires exceptional customer service, problem-solving, and communication abilities, along with the capacity to manage multiple priorities in a fast-paced environment. This individual will play a key role in maximizing system performance, user productivity, and operational efficiency while serving as a trusted resource for users across the Shaddock organization within SCS.

Essential Duties and Responsibilities

Application Support & Troubleshooting

• Provide Tier 1 and Tier 2 support for RamQuest CCE, Resware, and SoftPro Select, including diagnosing and resolving application errors, performance issues, printing/document generation failures, and integration faults.
• Manage, prioritize, and document support tickets through the company's help desk system, ensuring timely resolution and clear communication with end users.
• Escalate complex issues to vendor support teams (RamQuest, Qualia, SoftPro) and manage vendor cases through to resolution.
• Support integrations with third-party services, including e-recording, title plant, CPL/jacket generation, wire verification, e-signature, and lender portals (e.g., Encompass, ReswareConnect, SoftPro 360 services, RamQuest integrations).

System Administration & Configuration

• Perform user account administration across all three platforms: onboarding/offboarding, permissions, roles, security groups, and password resets.
• Maintain and update document templates, HUD/CD/settlement statement templates, rate tables, endorsements, and premium calculations in coordination with underwriting and compliance teams.
• Configure workflows, action lists (Resware), task templates, and automation rules to support operational efficiency.
• Assist with system updates, patches, and version upgrades, including pre-release testing and post-deployment validation.

Data, Reporting & Documentation

• Assist with report generation and basic data queries (e.g., Crystal Reports, SQL queries, built-in reporting modules) to support management and accounting needs.
• Maintain internal knowledge base articles, standard operating procedures, and troubleshooting guides for production systems.
• Support data integrity efforts, including file corrections, merge/purge of duplicate records, and audit support.

Training & User Enablement

• Communicate system changes, outages, and new features to end users.
• Identify recurring user issues and recommend training or configuration changes to reduce ticket volume.

General IT Support (as assigned)

• Assist with workstation setup, printer/scanner configuration, and peripheral support as it relates to production system use.
• Participate in disaster recovery and business continuity testing for production platforms.

Required Qualifications

• 2+ years of experience supporting title/escrow production software, with hands-on experience in at least one of: RamQuest CCE, Resware, or SoftPro Select (experience with two or more strongly preferred).
• Working knowledge of title insurance and escrow/closing workflows (order entry, commitment production, policy issuance, disbursement, recording).
• Experience with help desk ticketing systems and IT support best practices.
• Strong troubleshooting and analytical skills; able to isolate whether issues stem from the application, network, workstation, or user error.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical staff.
• Proficiency with Microsoft Windows, Microsoft Office/365, and remote support tools.

Preferred Qualifications

• Direct administrative experience in two or all three platforms (RamQuest CCE, Resware, SoftPro Select).
• Experience with SQL Server (basic queries, stored procedures) and Crystal Reports or SSRS.
• Familiarity with document template editing (e.g., SoftPro custom documents, Resware document templates, RamQuest forms).
• Experience supporting multi-office or multi-state title operations.
• Knowledge of ALTA Best Practices, RESPA/TRID requirements, and title industry compliance standards.
• Prior experience as a title processor, escrow assistant, or closer transitioning into a technical role.
• Associate's or Bachelor's degree in Information Technology, Business, or related field, or equivalent work experience.

Key Competencies

• Customer service orientation — patient, responsive, and professional under pressure, especially during closing deadlines.
• Prioritization — able to triage competing urgent requests in a deadline-driven production environment.
• Attention to detail — precision matters in settlement statements, rate calculations, and document templates.
• Vendor management — persistent and organized in driving vendor escalations to resolution.
• Continuous learning — stays current on platform release notes, new features, and industry technology trends.

Working Conditions

• Standard office environment; extended periods at a workstation.
• Occasional after-hours or weekend support for system upgrades, month-end processing, or critical outages.
• [Occasional travel to branch offices for on-site support and training, as needed.]