Public Safety Software Support Analyst

Mark43; Orangeburg (SC); On-site; USD 50,000 - 70,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support for public safety agencies, interacting with first responders and staff to improve their experience with our software. You will collaborate with teams across Mark43 and translate technical issues into clear user guidance.

The role requires a minimum of 2 years in software support, strong communication skills, and the ability to adapt to a fast-changing environment.

Qualifications

• 2+ years of professional software support experience.
• Strong interpersonal and patient communication.
• Ability to learn and adapt to evolving product suite.

Responsibilities

• Provide excellent customer support.
• Handle requests from customers via email, phone, and chat.
• Keep responses within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing of new features as developed.
• Continue to learn more about the product suite to maintain knowledge.
• Translate product knowledge into user solutions.
• Contribute to the knowledge base with updates and maintenance.

Skills

Customer support

Troubleshooting

Research skills

Written & verbal communication

Multitasking

Empathy

Independent work

Tools

Zendesk

JIRA

MS Office

Google Suite

Windows & MacOS

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support for public safety agencies, interacting with first responders and staff to improve their experience with our software. You will collaborate with teams across Mark43 and translate technical issues into clear user guidance.

The role requires a minimum of 2 years in software support, strong communication skills, and the ability to adapt to a fast-changing environment.