Remote Software Support Analyst — Frontline for Safety

Mark43; Williamstown (NJ); Remote; USD 55,000 - 85,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to help frontline public safety customers. You will interact with first responders and civil staff, troubleshoot issues, and provide clear guidance to improve product usage.

You will collaborate with engineering and project management to escalate and resolve complex cases, and participate in testing of new features on a regular basis. Remote-friendly, with preference for candidates in US states listed in postings.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Proven troubleshooting and issue replication capabilities.
• Experience with Zendesk and/or JIRA preferred.

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Spent time troubleshooting and replicating software issues
• Escalated issues to our engineering and project management teams
• Assisted in the testing of new features as they are developed

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Weekend flexibility

Job description

Mark43 is seeking a Software Support Analyst to help frontline public safety customers. You will interact with first responders and civil staff, troubleshoot issues, and provide clear guidance to improve product usage.

You will collaborate with engineering and project management to escalate and resolve complex cases, and participate in testing of new features on a regular basis. Remote-friendly, with preference for candidates in US states listed in postings.