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 phrases... they are part of our everyday reality, and yes, we're proud of it!

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
• 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

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 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
• Experience with the following (nice to have):
• 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.)

This job might be for you, if you:

• Have a Bachelor's in Information Technology, Information Communication Technology, Management of Information Systems, Computer Science, a related field, or equivalent related work experience
• Have knowledge of the public safety or criminal justice industry (preferred, but not required)
• Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Are 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
• Are 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

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

• 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 
• Last, but not least, loving your job! An award-winning company culture that’s welcoming, fun, collaborative, and supportive. Find out more at
  
  

Ready to apply?

• Click on the link below to start the application process
• Provide a current resume as a PDF document
• Be prepared to provide contact information for three (3) professional references
• Keep an eye on your email and its spam folder since that will be our primary method of communication
  

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).