Software Support Analyst I

This is a fully remote position, open to applicants in United States, +38 more locations.

📋 Description

• Deliver exceptional customer support

• Address customer inquiries through email, phone, and chat

• Ensure responses are within internal service level agreement (SLA) timelines

• Diagnose and recreate software issues

• Forward issues to engineering and project management teams as necessary

• Participate in testing new features during their development

• Acquire in-depth knowledge of Mark43’s product offerings to enhance product expertise

• Convert product knowledge into practical solutions for users

• Help update the knowledge base through minor article revisions and organizational upkeep

• Work collaboratively with teams across Mark43 to share insights from user perspectives

⛳️ Requirements

• At least 2 years of professional experience in software support

• A bold approach to technology with proven software troubleshooting abilities

• Skillful in research and information gathering

• Strong written and verbal communication skills

• Excellent organizational abilities and capacity to handle multiple tasks

• Familiarity with issue tracking systems; experience with Zendesk and/or JIRA is preferred

• Competency in Microsoft Office and Google Suite

• Knowledge of both Windows and MacOS operating systems

• Interest in Government Technology (GovTech) and Public Safety

• Ability to empathize with users from diverse backgrounds

• Capable of working independently with minimal supervision

• Candidates must be authorized to work for any employer in the country where the role is based

• Mark43 cannot sponsor or assume sponsorship of an employment visa

• Availability to cover Eastern Time business hours; weekends may be necessary

🏝️ Benefits

• No specific benefits or compensation details provided

• Remote work flexibility

• Reasonable accommodations available for individuals with disabilities