Public Safety Software Support Analyst

Mark43; United States; A distancia; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Mark43 is seeking Software Support Analysts to join our team. You will interact with first responders and civilian staff at public safety agencies to improve their experience with our software suite.

The role requires strong communication skills, problem-solving abilities, and adaptability to changing team dynamics. Key duties include providing excellent support across email, phone, and chat, troubleshooting issues, and escalating to engineering or project management as needed.

Formación

• Minimum of 2 years of professional experience in software support.
• Experience handling customer interactions via email, phone, and chat.
• Ability to troubleshoot software issues and replicate problems.
• Clear and patient communication with users.
• Willingness to adapt to changing team dynamics and processes.

Responsabilidades

• Provide excellent customer support to users.
• Handle requests via email, phone, and chat within SLA.
• Troubleshoot and replicate software issues.
• Escalate problems to engineering and project management teams.
• Assist in testing new features as they are developed.
• Expand product knowledge to offer effective user solutions.
• Contribute to knowledge base with updates and maintenance.
• Translate product knowledge into user-friendly solutions.

Conocimientos

Customer support

Communication

Troubleshooting

Research

Multitasking

Zendesk/JIRA

Herramientas

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

macOS

Descripción del empleo

Mark43 is seeking Software Support Analysts to join our team. You will interact with first responders and civilian staff at public safety agencies to improve their experience with our software suite.

The role requires strong communication skills, problem-solving abilities, and adaptability to changing team dynamics. Key duties include providing excellent support across email, phone, and chat, troubleshooting issues, and escalating to engineering or project management as needed.