Remote Software Support Analyst – Frontline Helpdesk

Mark43; California City (CA); Remote; USD 60,000 - 80,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. In this role you’ll be on the front lines of our customer support efforts, directly interacting with first responders and civilian staff at public safety agencies to improve their experience and understanding of our products.

We value proactive problem solving and clear communication. You will troubleshoot issues, document steps, and collaborate with engineering and PM teams to deliver timely resolutions, with weekends potentially

Qualifications

• 2+ years of professional software support experience.
• Experience with issue tracking systems (Zendesk/JIRA).
• Proficiency with Microsoft Office & Google Suite.

Responsibilities

• Provided excellent customer support.
• Handled requests from customers via email, phone, and chat.
• Troubleshot and replicated software issues.
• Escalated issues to engineering and project management teams.
• Assisted in testing of new features.

Skills

Customer support

Software troubleshooting

Issue tracking

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is seeking Software Support Analysts to join our team. In this role you’ll be on the front lines of our customer support efforts, directly interacting with first responders and civilian staff at public safety agencies to improve their experience and understanding of our products.

We value proactive problem solving and clear communication. You will troubleshoot issues, document steps, and collaborate with engineering and PM teams to deliver timely resolutions, with weekends potentially