Public Safety Software Support Analyst I

Mark43; New York (NY); Presencial; USD 60 000 - 90 000; Tempo integral

Resumo da oferta

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

The role requires clear communication, problem-solving, and collaboration with cross-functional teams to drive customer satisfaction. The position involves staying on the front lines of customer support, handling requests via email, phone, and chat, and continuously learning about Mark43's suite of products

Qualificações

• Minimum 2 years of software support experience.
• Strong written and verbal communication skills.
• Ability to troubleshoot and reproduce software issues.
• Experience with support ticketing systems (Zendesk/JIRA preferred).

Responsabilidades

• Provide excellent customer support to users via email, phone, and chat.
• Adhere to internal SLA response times and timelines.
• Troubleshoot, reproduce, and help resolve software issues.
• Escalate complex problems to engineering and PM teams as needed.
• Contribute to knowledge base updates and documentation.

Conhecimentos

Customer support

Troubleshooting

Written communication

Oral communication

Zendesk/JIRA

Microsoft Office

Google Suite

Windows

MacOS

GovTech interest

Ferramentas

Zendesk

JIRA

Descrição da oferta de emprego

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

The role requires clear communication, problem-solving, and collaboration with cross-functional teams to drive customer satisfaction. The position involves staying on the front lines of customer support, handling requests via email, phone, and chat, and continuously learning about Mark43's suite of products