Software Support Analyst I - Frontline Troubleshooter

Mark43; Minneota (MN); Remote; USD 52,000 - 75,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You’ll 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.

We’re looking for candidates with at least 2 years in software support, strong troubleshooting skills, and familiarity with Zendesk/JIRA, Microsoft Office, Google Suite, Windows, and MacOS. Weekend shifts may be required.

Qualifications

• Minimum 2 years of professional experience in software support.
• Strong troubleshooting skills and customer-facing communication.
• Experience with issue tracking systems and productivity tools is a plus.

Responsibilities

• Provide excellent customer support via email, phone and chat.
• Triage and troubleshoot reported software issues; reproduce when needed.
• Escalate issues to engineering and project management as appropriate.
• Collaborate with internal teams to improve customer experience and product understanding.
• Assist in testing of new features as they are developed.

Skills

Customer service

Troubleshooting

Communication

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Windows OS

MacOS

Job description

Mark43 is seeking Software Support Analysts to join our team. You’ll 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.

We’re looking for candidates with at least 2 years in software support, strong troubleshooting skills, and familiarity with Zendesk/JIRA, Microsoft Office, Google Suite, Windows, and MacOS. Weekend shifts may be required.