Software Support Specialist I — Frontline Help

Mark43; Beryl (WV); Remote; USD 55,000 - 75,000; Full time

Job summary

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support, assisting public safety agencies to optimize their experience with our software. You will interact with first responders and civilian staff, triaging issues, and collaborating with product and engineering teams.

The role requires strong troubleshooting skills, experience with Zendesk/JIRA, and the ability to work across Windows and MacOS.

Qualifications

• Minimum 2 years of professional experience in software/customer support.
• Experience troubleshooting software issues and reproducing problems.
• Strong written and verbal communication with customers.

Responsibilities

• Provide excellent customer support via email, phone, and chat.
• Troubleshoot and reproduce software issues for customers.
• Escalate complex issues to engineering/project management teams.
• Assist in testing new features as they are developed.

Skills

Customer support

Troubleshooting

Communication

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

Job description

Mark43 is seeking a Software Support Analyst to be on the front lines of customer support, assisting public safety agencies to optimize their experience with our software. You will interact with first responders and civilian staff, triaging issues, and collaborating with product and engineering teams.

The role requires strong troubleshooting skills, experience with Zendesk/JIRA, and the ability to work across Windows and MacOS.