Remote Software Support Analyst – Public Safety Tech

Mark43

Arkansas City (KS)

On-site

USD 52,000 - 78,000

Full time

5 days ago

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Job summary

Mark43 is seeking a Software Support Analyst to join our team. In this role you’ll be on the front lines of customer support, directly interacting with first responders and civilian staff at public safety agencies to improve their experience with our software.

You will troubleshoot issues, respond to requests via email, phone, and chat, and collaborate with engineering and project management to resolve problems and test new features.

Qualifications

Minimum 2 years of professional experience in software support.
Demonstrated ability to troubleshoot software issues and reproduce problems.
Clear and patient written and verbal communication.
Strong organizational skills and ability to multitask.
Familiarity with issue tracking systems such as Zendesk and/or JIRA.
Proficiency with Microsoft Office and Google Suite.
Comfort working across Windows and MacOS.

Responsibilities

Provide excellent customer support via email, phone, and chat.
Respond to customer requests within SLA times.
Troubleshoot and replicate software issues.
Escalate issues to engineering and project management teams.
Assist in testing of new features as they are developed.
Expand product knowledge to serve users effectively.
Contribute to knowledge base updates.

Skills

Communication

Problem-solving

Research and information gathering

Organizational skills

Multitasking

Empathy with users

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

You will troubleshoot issues, respond to requests via email, phone, and chat, and collaborate with engineering and project management to resolve problems and test new features.

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