Frontline Software Support Analyst I for Public Safety

Mark43; Clayton (NM); Remote; USD 60,000 - 90,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. In this role you’ll be on the front lines of our customer support, directly interacting with first responders and public safety staff to improve their experience and understanding of our products.

Responsibilities include providing excellent customer support, handling requests via email, phone, and chat, troubleshooting software issues, and escalating to engineering and project management as needed.

Qualifications

• Minimum 2 years of professional software support experience.
• Ability to troubleshoot and resolve software issues across platforms.
• Familiarity with issue-tracking tools (Zendesk/JIRA).

Responsibilities

• Provide excellent customer support via email, phone and chat.
• Troubleshoot software issues and reproduce defects.
• Escalate complex issues to engineering and project management.
• Assist in testing of new features as they are developed.

Skills

Software support

Customer service

Zendesk/JIRA

Microsoft Office

Google Suite

Windows & MacOS

Weekend availability

Tools

Zendesk

JIRA

Job description

Mark43 is seeking Software Support Analysts to join our team. In this role you’ll be on the front lines of our customer support, directly interacting with first responders and public safety staff to improve their experience and understanding of our products.

Responsibilities include providing excellent customer support, handling requests via email, phone, and chat, troubleshooting software issues, and escalating to engineering and project management as needed.