Remote Software Support Analyst I (GovTech/Public Safety)

Mark43; Kansas; A distancia; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

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

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate when needed. The role emphasizes clear communication, problem solving, and ongoing product mastery as Mark43 grows. Eastern time hours may apply.

Formación

• Minimum 2 years of professional software support experience.
• Strong interpersonal and communication skills.
• Ability to troubleshoot and reproduce software issues.

Responsabilidades

• Provided excellent customer support.
• Handled requests from customers via email, phone, and chat.
• Kept responses within our internal SLA times.
• 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.
• Continued to learn more about our suite of products to maintain a strong working knowledge of them.
• Translated product knowledge into solutions for users.
• Contributed to our knowledge base (minor article updates, organizational maintenance, etc)

Conocimientos

Customer support

Troubleshooting

Zendesk/JIRA

Windows/MacOS

Herramientas

Zendesk

JIRA

Descripción del empleo

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

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate when needed. The role emphasizes clear communication, problem solving, and ongoing product mastery as Mark43 grows. Eastern time hours may apply.