Remote Software Support Analyst - Public Safety

Mark43; Maryland; Remote; USD 60,000 - 90,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You will be on the front lines of customer support for public safety agencies, helping users understand and get the most from our software.

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate to engineering when needed. Eastern time business hours and remote-friendly within supported states.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Experience handling requests from customers via email, phone, and chat.
• Strong problem-solving and troubleshooting abilities.
• Excellent written and spoken communication.

Responsibilities

• Provide 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 strong knowledge.
• Translated product knowledge into solutions for users.
• Contributed to our knowledge base (minor article updates, organizational maintenance, etc)

Skills

Interpersonal skills

Troubleshooting

Research skills

Written communication

Oral communication

Zendesk

JIRA

MS Office

Google Workspace

Windows

MacOS

GovTech interest

Self-motivation

Independent work

Tools

Zendesk

JIRA

MS Office

Google Suite

Windows

MacOS

Job description

Mark43 is seeking Software Support Analysts to join our team. You will be on the front lines of customer support for public safety agencies, helping users understand and get the most from our software.

You’ll handle requests via email, phone, and chat, troubleshoot issues, and escalate to engineering when needed. Eastern time business hours and remote-friendly within supported states.