Software Support Analyst I

We are looking for a 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 insights 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. As Mark43 is growing quickly, successful team members will adapt to changing team dynamics and processes.

The schedule for this vacancy will be Monday-Friday 9am-6pm ET. Occasional weekend hours may be required. 

What You’ll Do

If you were part of our team, here are some things you would have done last week:

• 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 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.).

What You’ll Need

We’re looking for a Software Support Analysts with a minimum of 2 years of professional experience in software support. Mark43’s work has high stakes and involves a complex product suite. We’re always striving to exceed the demands and expectations of our customers, and this team will be on the front line when it comes to creating a great customer experience.

People who thrive on our team also tend to share the following characteristics and skills:

• 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 (Salesforce and/or JIRA preferred).
• Proficiency in Microsoft Office & Microsoft Teams.
• 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.