Client and Product Support Analyst

• 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.
• 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 help identify recurring themes and patterns across support tickets, and to support the production of client-facing reports and documentation.
• Work alongside team members to deliver user education by maintaining training and client documentation materials.
• Apply the company’s values and behaviours to their work ethic.

• 2+ years in a technical customer service or 2nd line support role.
• Experience in a SaaS, software, or technology business supporting external clients.
• Experience working with a ticketing/service desk system (e.g. Jira Service Desk, Confluence) in a live support environment.
• Working knowledge of SQL or comfortable querying relational databases.
• Experience liaising directly with development or engineering teams to progress technical issues.

Demonstrates expertise in technical customer service within a SaaS environment, effectively managing client relationships and utilizing ticketing systems like Jira Service Desk and Confluence. Proficient in data analytics and communication tools to enhance support processes and client documentation.

• Technical Customer Service
• Jira Service Desk
• SQL Querying
• Client Relationship Management
• Data Analytics

• Technical Customer Service
• SQL
• Ticketing System Experience
• Incident Documentation
• Data Analytics

• Communication
• Problem-Solving
• Collaboration
• Client Education

• SaaS
• Software Support
• Regulatory Environment
• Client-Facing Reports
• Support Lifecycle

• Jira Service Desk
• Confluence
• Hub Spot
• Microsoft Teams
• Outlook