Software Support Analyst I – Public Safety Tech Helpdesk

Mark43; Manchester (NH); Remote; USD 60,000 - 80,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of our customer support team. You will interact with first responders and public safety staff to improve their experience and understanding of our software.

Role requires at least 2 years in software support, strong communication, and a proactive problem-solving mindset. Candidates should be adaptable to changing processes and must work Eastern time business hours, with remote options across the U.S.

Qualifications

• Minimum of 2 years of professional software support experience.
• Strong written and verbal communication with customers.
• Able to troubleshoot issues and learn new product features.

Responsibilities

• Provide excellent customer support across channels.
• Handle requests via email, phone, and chat.
• Maintain response times within internal SLA targets.
• Troubleshoot and reproduce software issues.
• Escalate issues to engineering and project teams as needed.
• Assist in testing new features as they are developed.
• Continue to learn about our products to maintain knowledge.
• Translate product knowledge into user-friendly solutions.
• Contribute to the knowledge base with updates and improvements.

Skills

Customer support

Troubleshooting

Written communication

Verbal communication

Multitasking

Research skills

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of our customer support team. You will interact with first responders and public safety staff to improve their experience and understanding of our software.

Role requires at least 2 years in software support, strong communication, and a proactive problem-solving mindset. Candidates should be adaptable to changing processes and must work Eastern time business hours, with remote options across the U.S.