Software Support Analyst I - Remote Frontline Support

Mark43; Elm (PA); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking Software Support Analysts to join our team. You will 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 and understanding of our products.

You will troubleshoot issues, collaborate with cross-functional teams, and assist in testing new features as they are released. A minimum of 2 years in software support is required.

Qualifications

• Minimum of 2 years of professional experience in software support.
• Experience handling customer inquiries via email, phone and chat.
• Familiarity with issue tracking systems and common office software.

Responsibilities

• Provided excellent customer support across channels.
• Handled requests via email, phone, and chat.
• Troubleshot and replicated software issues.
• Escalated issues to engineering and project management teams.
• Assisted in testing of new features as they are developed.

Skills

Customer support

Troubleshooting

Communication

Tools

Zendesk

JIRA

Microsoft Office

Google Suite

Windows

MacOS

Job description

Mark43 is seeking Software Support Analysts to join our team. You will 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 and understanding of our products.

You will troubleshoot issues, collaborate with cross-functional teams, and assist in testing new features as they are released. A minimum of 2 years in software support is required.