Software Support Analyst I - Frontline Public Safety Tech

Mark43; Yorktown (VA); Remote; USD 52,000 - 70,000; 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 interacting with first responders and civilian staff at public safety agencies to improve their experience with our products.

Responsibilities include providing excellent support via email, phone, and chat; troubleshooting and reproducing issues; escalating to engineering and PM teams; and assisting in testing new features as they are developed.

Qualifications

• Minimum 2 years of professional software support experience.
• Comfort with troubleshooting and replicating software issues.

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Spent time troubleshooting and replicating software issues
• Escalated issues to engineering and project management teams
• Assisted in testing of new features as they are developed

Skills

Excellent communication

Problem solving

Customer empathy

Team collaboration

Tools

Zendesk

JIRA

Windows

MacOS

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 interacting with first responders and civilian staff at public safety agencies to improve their experience with our products.

Responsibilities include providing excellent support via email, phone, and chat; troubleshooting and reproducing issues; escalating to engineering and PM teams; and assisting in testing new features as they are developed.