Note: The job is a remote job and is open to candidates in USA. Mark43 develops software for public safety agencies. The Software Support Analyst I provides customer support to first responders and civilian agency staff, troubleshoots product issues, and helps users understand and use Mark43 products.

Responsibilities

• Provided excellent customer support
• Handled requests from customers via email, phone, and chat
• Kept responses within our internal SLA times
• Spent time troubleshooting and replicating software issues
• Escalated issues to our engineering and project management teams
• Assisted in the testing of new features as they are developed
• Continued to learn more about our suite of products in order to maintain a strong working knowledge of them
• Translated product knowledge into solutions for users
• Contributed to our knowledge base (minor article updates, organizational maintenance, etc)

Skills

• Applicants must be authorized to work for any employer in the country in which the role is being hired
• We are unable to sponsor or take over sponsorship of an employment visa at this time
• Qualified candidates will have strong interpersonal skills, a clear and patient style of communication, and a keen mind for problem-solving
• We're looking for Software Support Analysts with a minimum of 2 years of professional experience in software support
• Humble, open, and curious
• Fearless approach to technology and demonstrated software troubleshooting skills
• A talent for research and information-gathering
• Clear and confident written and oral communication skills
• Strong organizational skills and ability to multitask
• Proficiency in Microsoft Office & Google Suite
• Working knowledge of both Windows and MacOS
• The ability to work independently and with minimal oversight
• Working knowledge of issue tracking systems (Zendesk and/or JIRA preferred)

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