Technical Support Engineer resolving complex SaaS, payment, hardware, and integration issues for Commerce7 winery customers. Troubleshooting APIs and mentoring Level 1 support.
About the role
- Software Support Analyst supporting first responders and public safety agencies using Mark43’s software. Troubleshooting customer issues across email, phone, and chat.
Responsibilities
- Provide excellent customer support
- Handle customer requests via email, phone, and chat
- Keep responses within internal SLA times
- Troubleshoot and replicate software issues
- Escalate issues to engineering and project management teams
- Assist in testing new features as they are developed
- Learn Mark43’s product suite to maintain strong product knowledge
- Translate product knowledge into solutions for users
- Contribute to the knowledge base through minor article updates and organizational maintenance
- Collaborate with teams across Mark43 and provide insight into user perspectives
Requirements
- Minimum of 2 years of professional experience in software support
- Fearless approach to technology and demonstrated software troubleshooting skills
- 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 and Google Suite
- Working knowledge of both Windows and MacOS
- Interest in GovTech and Public Safety
- Willingness to empathize with users who may be unlike yourself
- Ability to work independently and with minimal oversight
- Applicants must be authorized to work for any employer in the country in which the role is being hired
- Mark43 is unable to sponsor or take over sponsorship of an employment visa
- Ability to cover Eastern time business hours; weekends may be required
Benefits
- No specific benefits or compensation extras stated
- Remote work arrangement
- Reasonable accommodations for persons with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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