***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!

• Support the delivery of service desk transformation initiatives • Analyse current support processes and identify improvement areas • Assist in creating and documenting: SOPs, Runbooks & Knowledge base content • Work with distributed teams to align support practices • Support tooling improvements and service optimisations • Assist with reporting, metrics, and service performance tracking • Act as a bridge between BAU teams and transformation activities

Role Description This position is responsible for the administration and support of our Yardi platforms, including: - Evaluating, documenting, and maintaining the systems - Keeping them in sync and up to date with the latest available plug-ins - Controlling user access and permissions - Keeping the system compliant with both internal and external audits Essential duties and responsibilities include: - Responding to and resolving complex support tickets related to Yardi software - Developing simple to complex YSR reports in Yardi - Creating stored procedures, system validations, email notifications, and scheduled tasks - Creating and uploading ETL files for different business functions - Collaborating with internal customers to troubleshoot and find solutions for technical issues - Providing guidance and training on software functionalities to enhance user experience - Documenting support interactions and maintaining accurate records of issues and resolutions - Working closely with development teams for escalated issues that require specialized attention - Driving enhancements and optimization Qualifications - Bachelor’s Degree in Information Technology or Software Engineering - Minimum 5 years of technical support experience with Yardi or similar property/real estate management software - Experience with ERP: Yardi Voyager, Orion, Rent Café - Database knowledge: MYSQL, Oracle, PL/SQL - Familiarity with Reporting Tools: YSR (Yardi Spreadsheet Reporting), Correspondence, Adhoc Reporting, Columnar Scripting - Experience with YSR Dashboards - Knowledge of ETL: Data Import and Export - Automation skills: Automating reports/functions in Yardi, creating packages (SQL Script), Task Runner, Report Scheduler, Notification, Critical Dates - Strong problem-solving skills and the ability to work independently - Excellent communication skills, both written and verbal - Familiarity with customer service best practices and support ticketing systems - Proficiency in using Yardi software features and functionalities - Solid understanding of property management processes Requirements - Fully remote - Fluent in English - Will work 8:00 AM to 5:00 PM US Pacific Time (PST)

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls). • Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes. • For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer. • Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements. • Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions. • Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.