Remote Public Safety Software Support Specialist I

Mark43; Kansas City (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team. You will directly interact with public safety agencies, helping users understand and utilize our software effectively.

The role requires strong communication, a problem-solving mindset, and the ability to multitask across multiple requests. You will support customers via email, phone, and chat, troubleshoot issues, and contribute to knowledge base updates.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong interpersonal and communication skills with a patient approach.
• Comfort with troubleshooting and problem-solving in a software environment.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Manage and respond to customer requests within SLA times.
• Troubleshoot and replicate software issues, escalating to engineering as needed.
• Assist in testing new features and documenting known issues.
• Expand product knowledge to translate technical information into user-friendly solutions.

Skills

Software support

Customer service

Troubleshooting

Communication

Multitasking

Independent

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to join our team. You will directly interact with public safety agencies, helping users understand and utilize our software effectively.

The role requires strong communication, a problem-solving mindset, and the ability to multitask across multiple requests. You will support customers via email, phone, and chat, troubleshoot issues, and contribute to knowledge base updates.