Remote Public Safety Software Support Analyst

Mark43; Sacramento (CA); Remote; USD 65,000 - 90,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines with first responders and public safety staff, helping them use our software more effectively.

You’ll handle requests via email, phone, and chat, troubleshoot issues, escalate to engineering/PM when needed, and help test new features. A minimum of 2 years in software support and familiarity with Zendesk/JIRA are desirable.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Strong interpersonal and communication skills.
• Ability to troubleshoot and reproduce software issues.
• Experience with issue tracking systems is preferred (Zendesk/JIRA).
• Proficiency with Microsoft Office & Google Suite.
• Comfort with Windows and MacOS.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Respond within SLA times and document outcomes.
• Troubleshoot and reproduce software issues, escalate when needed.
• Assist in testing new features and maintain knowledge of products.
• Translate product knowledge into user-friendly solutions.
• Contribute to and update the knowledge base.

Skills

Customer support

Troubleshooting

Communication

Research

Multitasking

Empathy

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Job description

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines with first responders and public safety staff, helping them use our software more effectively.

You’ll handle requests via email, phone, and chat, troubleshoot issues, escalate to engineering/PM when needed, and help test new features. A minimum of 2 years in software support and familiarity with Zendesk/JIRA are desirable.