Software Support Analyst I - Frontline Public Safety Help

Mark43; Wilmington (VT); Remote; USD 60,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support, directly assisting first responders and public safety staff to improve their experience with our software. You will collaborate with cross-functional teams to understand user perspectives and drive issue resolution.

The role requires strong troubleshooting skills, experience with Zendesk/JIRA, and proficiency in Microsoft Office and Google Suite.

Qualifications

• Minimum 2 years of professional experience in software support.
• Demonstrated troubleshooting skills and a fearless approach to technology.
• Working knowledge of Zendesk and/or JIRA.
• Proficiency with Microsoft Office & Google Suite.
• Working knowledge of Windows and MacOS.
• Weekend availability may be required.

Responsibilities

• Provide excellent customer support via email, phone and chat.
• Handle and triage customer requests to resolve issues.
• Troubleshoot and reproduce software issues for faster resolution.
• Escalate complex problems to engineering and project management teams.
• Assist in testing new features as they are developed.

Skills

Customer support

Troubleshooting

Microsoft Office & Google Suite

Windows & MacOS

Tools

Zendesk

JIRA

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support, directly assisting first responders and public safety staff to improve their experience with our software. You will collaborate with cross-functional teams to understand user perspectives and drive issue resolution.

The role requires strong troubleshooting skills, experience with Zendesk/JIRA, and proficiency in Microsoft Office and Google Suite.