Public Safety Software Support Analyst (Remote)

Mark43; Springfield (IL); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is hiring Software Support Analysts to join our team. You will interact with first responders and civilian staff to improve their experience with our products, troubleshoot issues, and escalate where needed. This role emphasizes clear communication and problem-solving under pressure.

You’ll work Eastern time business hours, respond via email, phone, and chat, and contribute to our knowledge base while learning our evolving product suite.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Excellent written and spoken communication skills.
• Ability to troubleshoot software issues and replicate problems.
• Strong research and information-gathering abilities.
• Comfortable multitasking and managing priorities in a dynamic environment.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests and maintain SLA compliance.
• Troubleshoot and replicate software issues; escalate to engineering when needed.
• Contribute to testing of new features and maintain knowledge base.
• Translate product knowledge into clear user solutions.

Skills

Interpersonal skills

Clear communication

Problem-solving

Research skills

Multitasking

Organizational skills

Empathy

Independent work

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is hiring Software Support Analysts to join our team. You will interact with first responders and civilian staff to improve their experience with our products, troubleshoot issues, and escalate where needed. This role emphasizes clear communication and problem-solving under pressure.

You’ll work Eastern time business hours, respond via email, phone, and chat, and contribute to our knowledge base while learning our evolving product suite.