Remote Software Support Analyst I (Public Safety Tech)

Mark43; East Windsor Hill (CT); Remote; USD 55,000 - 85,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support for public safety agencies. You will interact with first responders and staff to improve their experience with our software, troubleshoot issues, and share insights with cross-functional teams.

The role requires strong communication skills, problem-solving abilities, and a collaborative mindset. Preference for candidates aligned with DoJ/EHS GovTech initiatives and willingness to work Eastern Time business

Qualifications

• We’re looking for at least 2 years of professional software support experience.
• Strong written and verbal communication with a customer-first mindset.
• Ability to troubleshoot software issues and replicate problems efficiently.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Handle requests within established SLA times and escalate when needed.
• Troubleshoot and reproduce software issues and coordinate with engineering.
• Contribute to knowledge base updates and product documentation.

Skills

Customer support

Troubleshooting

Communication

Multitasking

Problem solving

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support for public safety agencies. You will interact with first responders and staff to improve their experience with our software, troubleshoot issues, and share insights with cross-functional teams.

The role requires strong communication skills, problem-solving abilities, and a collaborative mindset. Preference for candidates aligned with DoJ/EHS GovTech initiatives and willingness to work Eastern Time business