Remote Public Safety Software Support Analyst

Mark43; Tallahassee (FL); Presencial; USD 50.000 - 70.000; Jornada completa

Descripción de la vacante

Mark43 is seeking a Software Support Analyst to join our customer-facing team. You will interact with public safety agencies and civil staff to improve their experience with our software. The role emphasizes problem solving, clear communication, and the ability to work with a diverse user base.

Responsibilities include handling email, phone, and chat requests, troubleshooting issues, and contributing to knowledge base updates. It requires adaptability and a customer-first mindset.

Formación

• 2+ years of professional software support experience.
• Strong interpersonal, clear written and verbal communication.
• Able to troubleshoot software issues and research solutions.

Responsabilidades

• Provide excellent customer support via email, phone, and chat.
• Handle requests within SLA timelines and escalate as needed.
• Troubleshoot and replicate software issues, document steps taken.
• Lunnel issues to engineering and PM teams for resolution.
• Assist in testing new features and maintain knowledge base.

Conocimientos

Customer support

Written communication

Problem solving

Research

Multitasking

Independent work

Herramientas

Zendesk

JIRA

Microsoft Office

Google Suite

Descripción del empleo

Mark43 is seeking a Software Support Analyst to join our customer-facing team. You will interact with public safety agencies and civil staff to improve their experience with our software. The role emphasizes problem solving, clear communication, and the ability to work with a diverse user base.

Responsibilities include handling email, phone, and chat requests, troubleshooting issues, and contributing to knowledge base updates. It requires adaptability and a customer-first mindset.