Frontline Software Support Analyst

Mark43; Illinois; Remote; USD 55,000 - 85,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team. You will engage with first responders and public safety staff, helping them understand and use our software effectively.

You will be on the front lines of customer support, collaborating with internal teams to improve the user experience. The role requires a proactive troubleshooter with experience in Zendesk/JIRA and a strong command of MS Office and Google Suite, along with comfort using Windows and MacOS.

Qualifications

• Minimum 2 years of professional experience in software support or technical customer support.
• Ability to troubleshoot and replicate software issues.

Responsibilities

• Provided excellent customer support via multiple channels (email, phone, chat).
• Handled customer requests and escalated issues to engineering/PM teams.
• Assisted in testing of new features as they are developed.

Skills

Customer support

Zendesk/JIRA

MS Office & Google Suite

Windows & MacOS

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Job description

Mark43 is seeking a Software Support Analyst to join our team. You will engage with first responders and public safety staff, helping them understand and use our software effectively.

You will be on the front lines of customer support, collaborating with internal teams to improve the user experience. The role requires a proactive troubleshooter with experience in Zendesk/JIRA and a strong command of MS Office and Google Suite, along with comfort using Windows and MacOS.