Remote Public Safety Software Support Analyst

Mark43; Salem (NH); Remote; USD 55,000 - 85,000; Full time

Job summary

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

The role emphasizes strong communication, problem-solving, and the ability to work independently in a dynamic environment. Responsibilities include handling inquiries by email, phone, and chat, troubleshooting issues, and contributing to our knowledge base.

Qualifications

• Minimum 2 years of professional software support experience.
• Strong interpersonal and written communication skills.
• Ability to troubleshoot and resolve customer issues effectively.
• Comfort with learning new software and product suites.
• Ability to work in a fast-paced environment with changing priorities.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Troubleshoot and replicate software issues to identify root causes.
• Escalate issues to engineering and project management teams as needed.
• Contribute to knowledge base updates and maintain documentation.
• Assist in testing of new features and share user feedback.

Skills

Customer support

Communication skills

Troubleshooting

Multitasking

Independent work

Adaptability

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

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

The role emphasizes strong communication, problem-solving, and the ability to work independently in a dynamic environment. Responsibilities include handling inquiries by email, phone, and chat, troubleshooting issues, and contributing to our knowledge base.