[Hiring] Software Support Analyst I @Mark43

Role Description

Mark43 is looking for Software Support Analysts to join our team. In this role, you’ll be on the front lines of our customer support efforts, directly interacting with both first responders and civilian staff at public safety agencies to improve their experience and understanding of our products. Support team members collaborate with teams across Mark43 and provide valuable insight into the perspective of our users. Qualified candidates will have strong interpersonal skills, a clear and patient style of communication, and a keen mind for problem-solving. Because Mark43 is growing quickly, successful team members will be adaptable to changing team dynamics and processes.

What You’ll Do

• 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)

Qualifications

• 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
• Working knowledge of issue tracking systems (Zendesk and/or JIRA preferred)
• Proficiency in Microsoft Office & Google Suite
• Working knowledge of both Windows and MacOS
• An interest in GovTech and Public Safety
• Willingness to empathize with users who may be unlike yourself
• The ability to work independently and with minimal oversight

Requirements

• Cover Eastern time business hours
• Weekends may be required