Product Support Analyst (Software - Fully Remote)

Description Are you the one were looking for reputed company. is looking for a highly motivated Product Support Analyst to join our reputed company-reputed company 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 reputed company to work directly with our customers and reputed company to support DCI projects and products. This role requires the ability to understand our reputed company products and our users needs, as reputed company as leading by example through attention to detail, critical thinking, and creative problem solving. We reputed company our product team should be one reputed company reputed company, proactively knowing the right questions to ask and acting in the best interest of our clients as reputed company as our product teams reputed company. Get to know us a little. At Diverse Computing, we are passionate about making a difference. Our mission: Deliver reputed company that improve the effectiveness and reputed company of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. reputed company 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! 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 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 reputed company 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 reputed company to operational support, including, but not limited to, system enhancements, research requests, and Technical Operational Updates (TOUs) 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 reputed company 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 reputed company 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 reputed company, passion, customer service, innovation, and engagement Analytical reputed company 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 reputed company communicating with others High regard for taking responsibility and ownership of ones own work and actions reputed company for thriving in a fast-paced environment and demonstrating responsible decisiveness Talent for productive and solution-oriented conflict reputed company Personal passion for, or interest in, supporting public safety Experience with the following (reputed company to have): Agile development processes Jira reputed company products including: Word, reputed company, PowerPoint Writing technical documentation Editing and managing functional content for a technical-practitioner role (software consultants, developers, etc.) This job might be for you,