Product Support Analyst I (Software - Tallahassee, FL)

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!RequirementsAs 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 contractRespond to calls and emails regarding customer questions and issuesDocumenting reported issues and performing initial triage to determine next steps if escalation is neededUtilizing established issue management processes to report bugsProviding status reports to customers regarding open issues and release schedulesLead regular status meetings with customers Working with the Application Support Team to coordinate releasesProviding customer feedback to the product managersCoordinating 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 expectationsProducing design specifications for enhancements to existing business systems Coordinating with the PMO for change managementCoordinating 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 neededFinding ways to improve processes and efficiencies to resolve issues for our customersFocusing on the best user experience and product featuresFinding similarities between requests to assess comprehensive solutions to user needsCoordinating 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 confidenceDesire to lead by example through living the DCI core values of integrity, passion, customer service, innovation, and engagementAnalytical mindset with excellent problem-solving skillsStrong writing skillsProfessionally strong verbal skills and ability to run customer meetingsAbility to translate technical concepts into plain language documentation for end usersCommitment to being a readily available and supportive team playerDedication to teamwork and cooperationAbility to truly listen when communicating with othersHigh regard for taking responsibility and ownership of one’s own work and actionsKnack for thriving in a fast-paced environment and demonstrating responsible decisivenessTalent for productive and solution-oriented conflict resolutionPersonal passion for, or interest in, supporting public safetyExperience with the following (nice to have):Agile development processesJiraMicrosoft products including: Word, Excel, PowerPointWriting technical documentationEditing 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 experienceHave knowledge of the public safety or criminal justice industry (preferred, but not required)Have an outstanding command of the English lang