Product Support Analyst I (Software - Tallahassee, FL)

Diverse Computing, Inc. is seeking a highly motivated Product Support Analyst to join their product team. The role involves customer support, collaboration across teams, and learning about product development, with opportunities to work directly with customers and support projects and products.

Location: Remote (US)

Responsibilities

• 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

Requirements

• Bachelor's in Information Technology, Information Communication Technology, Management of Information Systems, Computer Science, or related field, or equivalent work experience
• Knowledge of the public safety or criminal justice industry (preferred, not required)
• 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
• Reside in FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA
• Able to pass rigorous fingerprint-based background screenings
• No sponsorship required to work in the U.S.

Benefits

• Competitive salary (dependent on experience)
• Medical, Dental, & Vision insurance for employee and family
• Flexible Spending Account (FSA)
• Company sponsored Group Life / AD&D Insurance
• Supplemental insurance options including life, AD&D, disability, accident, critical illness, hospital indemnity
• Up to 3% matching retirement contributions
• 15 days of PTO, with additional days at service milestones
• 12 paid holidays annually
• Paid Maternity/Paternity Leave
• Paid sick leave
• Flex Scheduling policy
• Remote & hybrid work opportunities
• Reimbursement of travel and professional development expenses
• Supportive company culture