Software Support Analyst I

Mark43

. Provide excellent customer support .

Posted 10/20/2026full-timeRemote • United States, Canada, United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on troubleshooting software issues and effective communication. Proficient in using issue tracking systems and maintaining product knowledge to provide solutions for users.

Highest-signal resume keywords

Software TroubleshootingCustomer SupportZendeskJIRAMicrosoft Office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software SupportTroubleshootingResearchInformation-GatheringIssue Tracking SystemsMicrosoft OfficeGoogle SuiteWindowsMacOSProduct Knowledge

Soft Skills

Clear CommunicationOrganizational SkillsMultitaskingEmpathyIndependence

Tools & Technologies

ZendeskJIRAMicrosoft OfficeGoogle Suite

Industry Keywords

GovTechPublic Safety

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

No specific benefits or compensation extras stated
Remote work arrangement
Reasonable accommodations for persons with disabilities