Remote Public Safety Software Support Analyst I

Mark43; Charlotte (NC); Remote; USD 65,000 - 85,000; Full time

Job summary

Mark43 is hiring Software Support Analysts to join our team. You will be on the front lines of customer support, working with first responders and public safety staff to improve their understanding and experience with our products.

Qualified candidates have at least 2 years in software support, strong communication skills, and the ability to troubleshoot complex software issues. This remote role covers Eastern time business hours and may require weekends.

Qualifications

• Minimum 2 years of professional software support experience.

Responsibilities

• Provide excellent customer support to first responders and civilian staff.
• Handle requests via email, phone, and chat.
• Maintain responses within internal SLA times.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing new features as they are developed.
• Grow product knowledge to translate technical details into user solutions.

Skills

Customer support

Troubleshooting

Written communication

Communication skills

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is hiring Software Support Analysts to join our team. You will be on the front lines of customer support, working with first responders and public safety staff to improve their understanding and experience with our products.

Qualified candidates have at least 2 years in software support, strong communication skills, and the ability to troubleshoot complex software issues. This remote role covers Eastern time business hours and may require weekends.