Remote Software Support Analyst – Public Safety

Mark43; Indianapolis (IN); Remote; USD 48,000 - 62,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to serve on the front lines of our customer support team, helping first responders and public safety staff get the most from our software. You will handle inquiries via email, phone, and chat, troubleshoot issues, and work with engineering to escalate and test fixes.

You’ll join a fast-growing team that values curiosity, clear communication, and independent problem-solving, with coverage for Eastern time business hours and potential weekend needs.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Strong interpersonal skills and patient communication style.
• Adaptable to changing team dynamics and processes.
• Willingness to empathize with users with diverse backgrounds.
• Experience with Zendesk or JIRA is preferred.
• Proficiency with Microsoft Office and Google Suite.
• Comfort with troubleshooting and problem-solving in a software context.

Responsibilities

• 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 in order 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)

Skills

Curiosity

Communication skills

Multitasking

Independence

Troubleshooting

Research

Windows/macOS

MS Office

Google Suite

GovTech interest

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to serve on the front lines of our customer support team, helping first responders and public safety staff get the most from our software. You will handle inquiries via email, phone, and chat, troubleshoot issues, and work with engineering to escalate and test fixes.

You’ll join a fast-growing team that values curiosity, clear communication, and independent problem-solving, with coverage for Eastern time business hours and potential weekend needs.