Software Support Analyst I - Frontline Customer Support

Mark43; New Jersey; Remote; USD 60,000 - 80,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines of customer support, directly assisting first responders and public safety staff to improve their experience with our products.

You’ll collaborate with cross-functional teams and contribute to a strong user understanding, focusing on quick resolution, empathy, and testing new features as they’re developed. State locations may apply; remote US role with New Jersey-capable candidates.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Strong troubleshooting skills with a fearless approach to technology.
• Experience using Zendesk and/or JIRA; familiarity with ticketing systems.
• Proficiency in MS Office and Google Suite; comfortable with Windows and MacOS.

Responsibilities

• Provide excellent customer support.
• Handle requests from customers via email, phone, and chat.
• Troubleshoot and replicate software issues.
• Escalate issues to engineering and PM teams.
• Assist in testing new features as they’re developed.

Skills

Software support

Troubleshooting

Zendesk/JIRA

MS Office

Google Workspace

Windows/MacOS

Weekend work

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Job description

Mark43 is seeking Software Support Analysts to join our team. You’ll be on the front lines of customer support, directly assisting first responders and public safety staff to improve their experience with our products.

You’ll collaborate with cross-functional teams and contribute to a strong user understanding, focusing on quick resolution, empathy, and testing new features as they’re developed. State locations may apply; remote US role with New Jersey-capable candidates.