Public Safety Software Support Analyst I

Mark43; Georgia; In loco; USD 52.000 - 78.000; Tempo pieno

Descrizione del lavoro

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines supporting public safety agencies, helping them understand and use our software effectively. You’ll handle requests via email, phone, and chat, troubleshoot issues, and collaborate with engineering and project management to improve the product.

Eastern Time business hours are expected. We value clear, patient communication and a proactive approach to learning our suite of products.

Competenze

• 2+ years of professional experience in software support.
• Strong written and verbal communication skills.
• Ability to troubleshoot software issues and replicate defects.
• Experience with issue tracking systems is preferred.
• Familiarity with Windows and macOS environments.
• Willingness to work Eastern Time business hours.

Mansioni

• Provide excellent customer support to first responders and public safety staff.
• Handle requests via email, phone, and chat within SLA.
• Troubleshoot and reproduce software issues.
• Escalate to engineering and project management when needed.
• Assist in testing of new features.
• Contribute to knowledge base updates.

Conoscenze

Interpersonal skills

Written communication

Verbal communication

Problem solving

Organizational skills

Multitasking

Strumenti

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Descrizione del lavoro

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines supporting public safety agencies, helping them understand and use our software effectively. You’ll handle requests via email, phone, and chat, troubleshoot issues, and collaborate with engineering and project management to improve the product.

Eastern Time business hours are expected. We value clear, patient communication and a proactive approach to learning our suite of products.