About the position:
Dimagi is seeking a Support Analyst with excellent communication and problem-solving skills to support our United States Health practice within the Global Strategy and Operations division. As COVID-19 continues in the United States, we expect an increase in requests from both states and counties for Dimagi to amplify their public health response efforts with digital solutions. Dimagi is seeking a Support Analyst to support this work.
This position can be based out of one of our offices in Cambridge, MA, or Washington, DC, but is also open to remote employment within the United States. The analyst must be able to work during the Eastern US work hours (9 am – 5 pm) with partial weekend coverage. Dimagi is open to modified hours during the week to cover short weekend shifts. This role is a 12-month fixed-term position with the option for converting to a permanent status pending re-evaluation of requirements at the end of the contract.
Responsibilities of this role:
As a Support Analyst, you will be the primary interface between Dimagi and our US Health partners. Your job will comprise of two primary functions:
(80%) You will be the first line of support to our US Health partners. In this role, you will help users troubleshoot issues with our software, flag critical software errors, and identify the next steps to solve them while also being available and communicative with users throughout the process. You will work with our users to accurately document issues and resolutions, and collaborate with our developers to solve complex technical problems.
(10%) Training implementation partners on CommCare best practices and debugging techniques. You will help train our US Health partners on the proper use and debugging of CommCare to build local capacity and ensure the roll-out of sustainable projects.
(10%) You will help develop our growing documentation. You will add and improve our ever-growing wiki to ensure high-quality tutorials, how-tos, and any other documentation.
Who You Must Be:
Excellent written and spoken communication skills
Excellent relationship-building skills and demonstrated patience in working with users
Strong ability to pick up new technologies
Great attention to detail and problem-solving skills
Between 0-2 years of experience providing software customer service or technical support OR between 0-2 years in a technology/technology adjacent role
Technical Degree – B.Tech/BE – any specialization, BCA, B.Sc – Comp.Science/IT or an equivalent degree
1+ years providing software customer service or technical support OR in a technology/technology adjacent role
Fluency in other languages (preferably Spanish)
Experience working with a global customer base
Desire to make a social impact
We aim to make a difference, not just as a company, but as an employer as well. The benefits we offer are geared towards having a strong impact on our staff’s well being. A few of our key benefits are outlined below:
100% employer-sponsored medical insurance paired with a generous Health Reimbursement Account (HRA) fund
Access to voluntary dental and vision insurance plans
A 401K plan with up to a 4% employer match
30 days paid time off inclusive of holidays
Unlimited sick time and an excellent parental leave policy
Access to an Employee Assistance Program (EAP) through Magellan Healthcare
10 personal initiative days
Note: Applications will be accepted until the position is filled.