Frontline Software Support Analyst for Public Safety Tech

Mark43; Clayton (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

Mark43 in the United States is seeking Software Support Analysts to join our front-line customer support team, engaging with public safety agencies to improve product understanding and experience. You will handle inquiries via email, phone, and chat, troubleshoot issues, and collaborate with engineering and PM teams.

The role may require weekend work and requires at least 2 years in software support. This position emphasizes customer focus and teamwork in a fast-paced, security-conscious

Qualifications

• Minimum 2 years of professional experience in software support.
• Excellent written and verbal communication.
• Ability to troubleshoot software issues and reproduce steps.
• Experience with Zendesk and/or JIRA is preferred.
• Comfort with Microsoft Office & Google Suite.

Responsibilities

• Provided excellent customer support via email, phone, and chat.
• Handled requests from customers via email, phone, and chat.
• Spent time troubleshooting and replicating software issues.
• Escalated issues to our engineering and project management teams.
• Assisted in the testing of new features as they are developed.

Skills

Customer focus

Troubleshooting

Communication

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 in the United States is seeking Software Support Analysts to join our front-line customer support team, engaging with public safety agencies to improve product understanding and experience. You will handle inquiries via email, phone, and chat, troubleshoot issues, and collaborate with engineering and PM teams.

The role may require weekend work and requires at least 2 years in software support. This position emphasizes customer focus and teamwork in a fast-paced, security-conscious