Software Support Specialist – Frontline Helpdesk

Mark43; West Virginia; Remote; USD 60,000 - 80,000; 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, document solutions, and collaborate with engineers and PMs to deliver a great customer experience. The role requires a proactive, customer-focused approach with 2+ years in software support,

Qualifications

• Provided excellent customer support
• Ability to troubleshoot issues and communicate clearly
• Strong problem solving and analytical skills

Responsibilities

• Provide excellent customer support via email, phone, and chat
• Troubleshoot and replicate software issues
• Escalate complex problems to engineering and project management
• Assist in testing of new features as they are developed
• Collaborate with cross-functional teams to improve customer experience

Skills

Customer service

Communication

Problem solving

Tools

Zendesk

JIRA

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, document solutions, and collaborate with engineers and PMs to deliver a great customer experience. The role requires a proactive, customer-focused approach with 2+ years in software support,