Mark43

Software Support Analyst I

Mark43

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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Tech Stack

MacOS

About the role

  • 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.)

Requirements

  • Minimum of 2 years of professional experience in software support
  • 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
  • Ability to work independently and with minimal oversight
Benefits
  • Applicants must be authorized to work for any employer in the country in which the role is being hired.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
software troubleshootingissue tracking systemsMicrosoft OfficeMicrosoft TeamsWindowsMacOS
Soft Skills
customer supportclear communicationorganizational skillsmultitaskingresearchempathycuriosityhumility