Client and Product Support Analyst

Jobtailor; Farnborough; On-site; GBP 32,000 - 46,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking a technical customer service professional for 2+ years in SaaS. You will provide telephone and email support, manage incidents in Jira Service Desk, and build strong client relationships throughout the support lifecycle.

You'll investigate issues, document tickets clearly for development teams, meet SLAs, analyse support trends, and contribute to training materials using tools like HubSpot, Teams, Jira, Confluence and Outlook.

Qualifications

• 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.

Responsibilities

• Provide telephone and email support to 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 HubSpot, 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.

Skills

Technical Customer Service

Jira Service Desk

SQL Querying

Client Relationship Management

Data Analytics

Tools

Jira Service Desk

Confluence

HubSpot

Microsoft Teams

Outlook

Job description

• 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 HubSpot, 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.

Requirements

• 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.

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

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

Soft Skills

• Communication
• Problem-Solving
• Collaboration
• Client Education

Industry Keywords

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

Tools & Technologies

• Jira Service Desk
• Confluence
• HubSpot
• Microsoft Teams
• Outlook