Public Safety Software Support Specialist - Remote

Mark43; Maine; On-site; USD 65,000 - 90,000; Full time

Job summary

Mark43 in Maine is seeking a Software Support Analyst to be on the front lines of customer support for our public safety software suite. You will interact with first responders and civilian staff, resolve issues, and help users understand our products.

The role requires at least 2 years in software support, strong written and verbal communication, and solid troubleshooting skills. You’ll work Eastern Time, may include weekends, and join a growing team dedicated to high customer satisfaction.

Qualifications

• At least 2 years in software or technical support.
• Strong written and verbal communication.
• Ability to troubleshoot software issues.
• Experience with Zendesk or JIRA is preferred.
• Proficient with MS Office and Google Workspace.
• Comfort with Windows and MacOS.
• Willingness to work Eastern Time and weekends.
• Interest in GovTech and Public Safety.

Responsibilities

• Provide excellent customer support.
• Handle requests via email, phone, and chat.
• Maintain responses within SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management.
• Assist in testing new features.
• Learn about our product suite to stay knowledgeable.
• Translate product knowledge into user solutions.
• Contribute to the knowledge base.

Skills

Customer support

Troubleshooting

Communication

Research

Multitasking

Independence

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows

MacOS

Job description

Mark43 in Maine is seeking a Software Support Analyst to be on the front lines of customer support for our public safety software suite. You will interact with first responders and civilian staff, resolve issues, and help users understand our products.

The role requires at least 2 years in software support, strong written and verbal communication, and solid troubleshooting skills. You’ll work Eastern Time, may include weekends, and join a growing team dedicated to high customer satisfaction.