Software Support Analyst I — Public Safety Tech

Mark43; Nashville (TN); Teletrabalho; USD 55 000 - 75 000; Tempo integral

Resumo da oferta

Mark43 is seeking a Software Support Analyst to join our team, directly assisting first responders and public safety staff with our software products. The role emphasizes customer service, issue triage, and collaboration with engineering and PM teams.

The position requires at least 2 years of software support experience and a strong aptitude for problem-solving. We cover Eastern Time business hours and hire across the United States, with eligibility to work in the states listed for remote roles.

Qualificações

• Minimum 2 years of professional software support experience.
• Strong written and verbal communication.
• Ability to troubleshoot software issues and reproduce bugs.
• Experience with Zendesk and/or JIRA preferred.
• Proficiency in Microsoft Office and Google Suite.
• Comfort working Eastern Time business hours.

Responsabilidades

• Provide excellent customer support via email, phone, and chat.
• Respond within SLA times and escalate to engineering as needed.
• Troubleshoot and replicate software issues.
• Contribute to knowledge base and product understanding.

Conhecimentos

Customer support

Troubleshooting

Communication

Research

Zendesk

JIRA

MS Office

Google Suite

Windows

MacOS

GovTech interest

Formação académica

Bachelor's degree or equivalent

Ferramentas

Zendesk

JIRA

Microsoft Office

Google Suite

Descrição da oferta de emprego

Mark43 is seeking a Software Support Analyst to join our team, directly assisting first responders and public safety staff with our software products. The role emphasizes customer service, issue triage, and collaboration with engineering and PM teams.

The position requires at least 2 years of software support experience and a strong aptitude for problem-solving. We cover Eastern Time business hours and hire across the United States, with eligibility to work in the states listed for remote roles.