Software Support Analyst I — Frontline Helpdesk

Mark43; Idaho; Remote; USD 52,000 - 78,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of our customer support efforts, directly interacting with first responders and civilian staff at public safety agencies to improve their experience with our products. You will collaborate with cross-functional teams and help drive resolution of issues as they arise.

Ideal candidates have at least two years of software support experience, familiarity with Zendesk or JIRA, and strong proficiency with Microsoft Office and Google

Qualifications

• Minimum 2 years of professional experience in software support.
• Experience handling requests via email, phone, and chat.
• Familiarity with Zendesk and/or JIRA.
• Proficiency in Microsoft Office and Google Suite.
• Experience on Windows and MacOS.
• Willingness to work weekends.

Responsibilities

• Provide excellent customer support to users.
• Respond to requests via email, phone, and chat.
• Troubleshoot and reproduce software issues.
• Escalate issues to engineering and project management teams.
• Assist in testing new features as they are developed.

Skills

Customer support

Troubleshooting

Windows & MacOS

Microsoft Office & Google Suite

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of our customer support efforts, directly interacting with first responders and civilian staff at public safety agencies to improve their experience with our products. You will collaborate with cross-functional teams and help drive resolution of issues as they arise.

Ideal candidates have at least two years of software support experience, familiarity with Zendesk or JIRA, and strong proficiency with Microsoft Office and Google