Product Support Analyst (Software - Fully Remote)

Are you the one we're looking for?

Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products.

This role requires the ability to understand our complex products and our users' needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams' success.

Get to know us a little.

At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrasesthey are part of our everyday reality, and yes, we're proud of it!

Requirements

As a DCI Product Support Analyst, your primary responsibilities will include:

• Managing coordination and communication with customers to understand the needs of the end users and the contract
• Documenting reported issues and performing initial triage to determine next steps if escalation is needed
• Utilizing established issue management processes to report bugs
• Providing status reports to customers regarding open issues and release schedules
• Working with the Application Support Team to coordinate releases
• Providing customer feedback to the product managers
• Coordinating with the products team and the PMO for special projects related to operational support, including, but not limited to, system enhancements, research requests, and Technical Operational Updates (TOU's)
• Assisting in system analysis and identifying solutions that meet customer expectations
• Producing design specifications for enhancements to existing business systems
• Coordinating with the PMO for change management
• Coordinating with the QA team to complete activities including: system testing, reporting issues, coordinating with technical resources, and confirming that software issues are resolved before delivery to the client
• Maintaining consistent and ongoing customer training on the use of DCI's products

Secondary responsibilities will include:

• Producing documentation updates including manuals, customer-specific support information, and other documentation as needed
• Finding ways to improve processes and efficiencies to resolve issues for our customers
• Focusing on the best user experience and product features
• Finding similarities between requests to assess comprehensive solutions to user needs
• Coordinating with the Product Design team to produce high quality training materials for our end users

Success factors generally include a/an:

• High degree of pride in accuracy, attention to detail, organization, confidentiality, and humble confidence
• Desire to lead by example through living the DCI core values of integrity, passion, customer service, innovation, and engagement
• Analytical mindset with excellent problem-solving skills
• Strong writing skills
• Professionally strong verbal skills and ability to run customer meetings
• Ability to translate technical concepts into plain language documentation for end users
• Commitment to being a readily available, supportive, and cooperative team player
• Ability to truly listen when communicating with others
• High regard for taking responsibility and ownership of one's own work and actions
• Knack for thriving in a fast-paced environment and demonstrating responsible decisiveness
• Talent for productive and solution-oriented conflict resolution
• Personal passion for, or interest in, supporting public safety
• Nice to have skills:
  • Knowledge of Agile development processes
  • Experience with Microsoft products including: Word, Excel, PowerPoint
  • Experience with Jira
  • Experience writing technical documentation
  • Experience editing and managing functional content for a technical-practitioner role (software consultants, developers, etc.)

Benefits

We ask a lot, but we give a lot in return:

• Competitive salary (dependent on level of experience)
• 100% coverage of monthly health care insurance premiums for yourself or 60% discount on dependent plan premiums; begins 1st of month after date of hire
• 100% coverage of monthly life, dental, & vision insurance premiums for yourself or 60% discount on dependent plan premiums; begins 1st of month after date of hire
• Flexible Spending Account (FSA) for health-related expenses
• Supplemental insurance options: life, AD&D, short & long term disability coverage
• Up to 3% matching retirement contributions; no vesting schedule
• 15 days (3 workweeks) of annually earned PTO; front-loaded for immediate availability
• Unlimited Paid Sick Leave
• 9 paid holidays annually
• Paid Maternity/Paternity Leave
• Work / Life balance-centered Flex Scheduling policy
• Fully remote & hybrid (office/remote) work opportunities
• Reimbursement of approved business-related travel & professional development expenses
• Last, but not least, loving your job! An award-winning company culture that's welcoming, fun, collaborative, & supportive. Find out more at https://www.diversecomputing.com
  This position is open to candidates from the following states: CT, FL, GA, IL, KY, MA, NC, NJ, NY, SC, SD, TN, TX, UT, VA.

We are an equal opportunity employer that values diversity; it's in our name! We do not discriminate on the basis of race, religion, color, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, marital status, veteran status, disability status, or genetic information (including family medical history).