Software Support Analyst II

Summary

Join Mark43's expanding team as a Software Support Analyst and be on the front lines of customer support, directly interacting with first responders and civilian staff at public safety agencies. You will troubleshoot software issues, escalate problems to engineering and project management, assist in testing new features, and contribute to the knowledge base. This role requires strong interpersonal skills, experience in public safety and customer support, and a minimum of two years of professional experience in software support. You will need adaptability to changing team dynamics and a keen mind for problem-solving. Mark43 offers a collaborative environment and the opportunity to make a significant impact on public safety.

Requirements

• Possess strong interpersonal skills, a clear and patient style of communication, and a keen mind for problem-solving
• Have experience in Public Safety and a background in Customer Support
• Have a minimum of 2 years of professional experience in software support
• Demonstrate adaptability to changing team dynamics and processes as Mark43 continues to grow

Responsibilities

• Provide excellent customer support
• Handle requests from customers via email, phone, and chat
• Spend time troubleshooting and replicating software issues
• Escalate issues to our engineering and project management teams
• Assist in the testing of new features as they are developed
• Continue to learn more about our suite of products to maintain a strong working knowledge of them
• Translate product knowledge into solutions for users
• Contribute to our knowledge base (minor article updates, organizational maintenance, etc.)

Preferred Qualifications

• Be humble, open, and curious
• Have a fearless approach to technology and demonstrated software troubleshooting skills
• Possess a talent for research and information-gathering
• Have clear and confident written and oral communication skills
• Possess strong organizational skills and the ability to multitask
• Have working knowledge of issue tracking systems (Zendesk and/or JIRA preferred)
• Be proficient in Microsoft Office & Google Suite
• Have working knowledge of both Windows and MacOS
• Show an interest in GovTech and Public Safety
• Demonstrate a willingness to empathize with users who may be unlike yourself
• Have the ability to work independently and with minimal oversight