Remote Software Support Analyst - Frontline Troubleshooter

Mark43; Iowa Center (IA); Remote; USD 52,000 - 68,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to join our team. You will be on the front lines of customer support, directly interacting with first responders and civilian staff at public safety agencies to improve their experience and understanding of our products.

You will collaborate with cross-functional teams to provide valuable insights from the user perspective. We value a fearless approach to technology, strong troubleshooting skills, and familiarity with Zendesk or JIRA.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Experience providing customer support via email, phone, and chat.
• Ability to troubleshoot and replicate software issues.
• Experience escalating issues to engineering and project management teams.
• Assisted in testing of new features as they are developed.
• Willingness to work on weekends.

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

Skills

Troubleshooting

Zendesk/JIRA

Office & Google Suite

Windows & MacOS

Weekend availability

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to join our team. You will be on the front lines of customer support, directly interacting with first responders and civilian staff at public safety agencies to improve their experience and understanding of our products.

You will collaborate with cross-functional teams to provide valuable insights from the user perspective. We value a fearless approach to technology, strong troubleshooting skills, and familiarity with Zendesk or JIRA.