Remote Software Support Analyst I – Public Safety Tech

Mark43; Atlanta (GA); Remote; USD 55,000 - 85,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our front-line customer support team. You will interact with first responders and civilian staff at public safety agencies to improve their experience with our software.

You will handle requests via email, phone, and chat, troubleshoot software issues, and escalate as needed while learning our product suite to provide effective solutions.

Qualifications

• 2+ years of professional experience in software support.
• Strong interpersonal and communication skills.
• Problem-solving mindset with attention to detail.
• Able to learn product features and translate knowledge into user solutions.
• Comfort with issue tracking tools and productivity suites.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests within internal SLA times.
• Triage and troubleshoot software issues and reproduce problems.
• Escalate complex issues to engineering and project management teams.
• Assist in testing new features and maintain product knowledge.
• Contribute to the knowledge base with updates.

Skills

Customer support

Communication

Troubleshooting

Research

Multitasking

Zendesk

JIRA

Microsoft Office

Google Suite

Windows/MacOS

Empathy

Tools

Zendesk

JIRA

Job description

Mark43 is seeking Software Support Analysts to join our front-line customer support team. You will interact with first responders and civilian staff at public safety agencies to improve their experience with our software.

You will handle requests via email, phone, and chat, troubleshoot software issues, and escalate as needed while learning our product suite to provide effective solutions.