Product Support Analyst

Summary

Join Diverse Computing, Inc. as a Product Support Analyst and contribute to our mission of delivering innovative solutions for public safety. You will manage customer communication, resolve technical issues, and collaborate with various teams. This role demands strong analytical and problem-solving skills, excellent communication, and a passion for customer service. You will work directly with customers and internal teams to support DCI projects and products. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development. We are seeking a highly motivated individual with a strong drive towards customer service and an interest in learning the ins and outs of working in product development.

Requirements

• 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 and supportive team player
• Dedication to teamwork and cooperation
• 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
• Bachelor's in Information Technology, Information Communication Technology, Management of Information Systems, Computer Science, a related field, or equivalent related work experience
• Outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Able to work from 8am - 5pm EST, Monday - Friday
• Currently reside in one of these states: FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA
• Able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
• Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Responsibilities

• Manage coordination and communication with customers to understand the needs of the end users and the contract
• Respond to calls and emails regarding customer questions and issues
• 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
• Lead regular status meetings with customers
• 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
• 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

Preferred Qualifications

• Agile development processes
• Jira
• Microsoft products including: Word, Excel, PowerPoint
• Writing technical documentation
• Editing and managing functional content for a technical-practitioner role (software consultants, developers, etc.)
• Knowledge of the public safety or criminal justice industry (preferred, but not required)

Benefits

• Competitive salary (dependent on level of experience)
• Generous coverage options for Medical, Dental, & Vision insurance for you and your family; begins 1st of month after date of hire
• Flexible Spending Account (FSA) for health-related expenses
• Company sponsored Group Life / AD&D Insurance
• Supplemental insurance options: life, AD&D, short and long term disability, accident, critical illness, and hospital indemnity coverage
• Up to 3% matching SIMPLE IRA retirement contributions; no vesting schedule
• 15 days (3 workweeks) of annually earned PTO, front-loaded for immediate availability; additional days awarded at service milestones starting at 3+ years
• 12 paid holidays annually
• Paid Maternity/Paternity Leave
• Generous paid sick leave
• Work / Life balance-centered Flex Scheduling policy
• Fully remote & hybrid (office/remote) work opportunities
• Reimbursement of approved business-related travel and professional development expenses