Remote Public Safety Software Support Analyst I

Mark43; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team in New York. You will engage with first responders and public safety staff, helping them understand and use our software while maintaining high service levels.

Responsibilities include handling requests across channels, troubleshooting issues, and contributing to our knowledge base. The role requires strong communication, problem solving, and the ability to work independently in an fast-paced environment.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong interpersonal and communication skills with a clear, patient style.
• Ability to troubleshoot and resolve software issues and to document findings clearly.
• Experience with issue-tracking systems and customer-facing support processes.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Resolve customer requests and issues within SLA expectations.
• Troubleshoot and replicate software issues for faster resolution.
• Escalate complex problems to engineering/project management as needed.
• Contribute to testing of new features and expand product knowledge.
• Maintain and update knowledge base with clear, user-friendly articles.
• Learn and adapt to Mark43 suite of products while helping users.

Skills

Interpersonal skills

Communication

Problem-solving

Research

Multitasking

Technical troubleshooting

Zendesk/JIRA

MS Office

Google Suite

Windows/macOS

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

macOS

Job description

Mark43 is seeking a Software Support Analyst to join our team in New York. You will engage with first responders and public safety staff, helping them understand and use our software while maintaining high service levels.

Responsibilities include handling requests across channels, troubleshooting issues, and contributing to our knowledge base. The role requires strong communication, problem solving, and the ability to work independently in an fast-paced environment.