Software Support Analyst I

We are unable to sponsor or take over sponsorship of an employment visa at this time. Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team. We are 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 in order 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. Provided excellent customer support Handled requests from customers via email, phone, and chat 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 We’re looking for Software Support Analysts with a minimum of 2 years of professional experience in software support. 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. Fearless approach to technology and demonstrated software troubleshooting skills Working knowledge of issue tracking systems (Zendesk and/or JIRA preferred) Proficiency in Microsoft Office & Google Suite Working knowledge of both Windows and MacOS Weekends may be required. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team. Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts. Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.