Product Support Analyst
New
D
Diverse ComputingPublic Safety Software
Currently reside in one of these states: FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA, 8am - 5pm ESTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- JiraProblem SolvingCustomer support
Requirements
- Bachelor's degree in Information Technology, Information Communication Technology, MIS, Computer Science or equivalent experience
- Outstanding command of the English language, both written and verbal
- Excellent problem-solving and analytical skills
- Strong writing skills for technical documentation and manual creation
- Ability to run customer meetings and translate technical concepts to plain language
- Ability to work 8am - 5pm EST, Monday - Friday
- Must currently reside in FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, or VA
- Ability to pass rigorous fingerprint-based state and federal background screenings
Responsibilities
- Manage coordination and communication with customers
- Respond to calls and emails regarding customer questions and issues
- Documenting reported issues and performing initial triage
- Utilizing established issue management processes to report bugs
- Providing status reports and leading regular status meetings with customers
- Working with the Application Support Team to coordinate releases
- Coordinating with the products team and PMO for special projects and operational support
- Assisting in system analysis and producing design specifications for enhancements
- Coordinating with the QA team for testing and issue resolution
- Maintaining ongoing customer training on DCI products
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