Software Support Analyst II
| Company | Mark43 |
|---|---|
| Location | New Mexico, USA, Washington, USA, Kansas, USA, Pennsylvania, USA, Oregon, USA, Delaware, USA, Iowa, USA, California, USA, Washington, DC, USA, Vermont, USA, Texas, USA, Jackson Township, NJ, USA, Florida, USA, Waterbury, CT, USA, Nevada, USA, South Carolina, USA, South Dakota, USA, Georgia, USA, Arizona, USA, Concord, NH, USA, Tennessee, USA, Virginia, USA, Minnesota, USA, Colorado, USA, Utah, USA, Northeastern United States, USA, New York, NY, USA, Maryland, USA, Wisconsin, USA, Maine, USA, Massachusetts, USA, North Carolina, USA, Missouri, USA, Ohio, USA, Louisiana, USA, Michigan, USA, Illinois, USA, Alabama, USA, United States, Idaho, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Strong interpersonal skills, a clear and patient style of communication, and a keen mind for problem-solving.
- Experience in Public Safety and a background in Customer Support.
- A minimum of 2 years of professional experience in software support.
- Adaptability to changing team dynamics and processes as Mark43 continues to grow.
Responsibilities
- 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.
- 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.).
Preferred Qualifications
- 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.