Software Support Analyst I
Core
Front-line customer support for public safety software, interacting with first responders and civilian staff to troubleshoot issues and improve product understanding.
Role type
Software Support Analyst
Builds
Customer support experience and product knowledge for public safety agencies
Domain
GovTech / Public Safety
Deliverable
client delivery
Required skills
software troubleshooting, issue tracking systems, written and oral communication, research and information-gathering, Microsoft Office & Google Suite, Windows and MacOS proficiency
Preferred skills
Zendesk, JIRA, GovTech and Public Safety interest
Responsibilities
Handle customer requests via email, phone, and chat; troubleshoot and replicate software issues; escalate issues to engineering; assist in testing new features; maintain product knowledge; contribute to knowledge base
Seniority
Mid-level (2+ years experience)
