Junior Client And Product Support Analyst

Reports to:

Director of Growth and Customer Experience About IDGateway

IDGateway delivers SaaS solutions into security-sensitive and operationally demanding environments. We work closely with airports, aviation operators and enterprise clients to improve operational efficiency, compliance and workforce management through modern technology.

The Role

The Junior Client and Product Support Analyst is a primary point of contact for IDGateway’s clients, providing telephone and email support across all of our products. The role is built around client engagement: managing expectations clearly, communicating with warmth and professionalism, and ensuring every client interaction leaves them confident that their issue is understood and being handled. Keeping our clients happy is the core purpose of this role while balancing the needs and standards of the company.

The role logs, tracks and manages support issues through Jira Service Desk, Confluence and other Atlassian tools. Working within a complex regulatory environment, the role demands accuracy, clear documentation and a calm, structured approach to managing a live ticket queue including incidents, issues and client requests, against agreed SLAs.

A key requirement of the role is to prepare demonstrations, investigate and reproduce issues, develop, improve and update user documentation, helping ensure clients have the information they need to be as self-sufficient as possible.

Is This Role Right for You?

This role will suit you if you have:

• Experience in a customer-facing role where you have built real confidence dealing with people by phone and email.
• A warm, professional communication style and genuine comfort engaging with clients by telephone and Teams, even when the news isn’t good.
• A genuine interest in technology, whether that’s building your own PC, gaming, coding projects or being the person friends and family turn to with tech problems.
• A methodical, detail-oriented approach to logging, tracking and progressing tickets to resolution.
• A curious, logical mind and the drive to learn new systems, including Jira, Confluence and databases.
• A ‘make it happen’, ‘do it now’ attitude.

This role is unlikely to suit you if:

• You don't enjoy speaking with clients directly, this is a client-facing role with frequent teams, phone and email contact.
• You don’t enjoy learning new systems or working through a problem step by step.
• You do not have any interest in the technical aspect of the support role.

Key Responsibilities

• Provide telephone and email support to our clients operating within a complex regulatory environment, across all IDGateway products.
• Build and maintain strong client relationships with key contacts throughout the support lifecycle.
• Follow the company support process, logging and documenting all incidents accurately using Jira Service Desk, Confluence and other Atlassian tools.
• Investigate reported issues thoroughly and author clear, well-articulated tickets that accurately capture the problem for development teams, i.e. a reproduction step list and evidence summary a developer could act on without needing a follow-up call.
• React quickly to incoming tickets to ensure SLAs are met, communicating and escalating issues as necessary.
• Regularly update and report ticket progress and status to the team and to clients until complete.
• Identify patterns and recurring issues across support tickets, feeding insights back to the team to help prevent future occurrences.
• Support data analytics on support trends and issues, ensuring findings are clearly documented and evidenced.
• Carry out client communication using tools such as Hub Spot, Teams, Jira and Outlook.
• Collate and prepare support information for inclusion in client-facing reports.
• Use AI tools such as Claude to…