Client Support Advisor

Atamis Ltd; Cardiff; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Atamis Ltd in Cardiff is seeking a Client Support Adviser to be the first point of contact for clients using the Atamis platform. You will triage, investigate, and resolve queries via phone and internal ticketing systems, while delivering clear explanations of the what, why and how.

This client-facing role includes onboarding, education, and knowledge-sharing to maximise client value. You will join a growing, friendly, professional team in a hybrid working setup with regular office days.

Qualifications

• Confident communicator with non-technical users
• Strong problem-solving and diagnostic skills
• Ability to manage a busy workload with attention to detail

Responsibilities

• Act as the first point of contact for client support queries via phone and ticketing system
• Triage and diagnose issues, escalating to technical leads as needed while keeping the client informed
• Provide timely, accurate resolutions and explain the What, Why and How to promote understanding
• Host support training, bespoke troubleshooting calls, and system demonstrations to build client confidence
• Accurately log, categorise, and update support tickets following internal processes
• Collaborate with Operations, Sales, Product and development teams to resolve issues efficiently
• Contribute to the internal knowledge base and support materials based on FAQs and known issues

Skills

Clear communicator

Problem solving

Willingness to learn

Attention to detail

Customer-focused

Remote support

Tools

Zendesk

Freshdesk

Jira Service Desk

Job description

37.5 hours per week- Hybrid Working – minimum 2 days per week in the office.

Atamis is a dynamic and rapidly expanding software business based in Cardiff. We provide analysis and management tools to both public and private sector organisations. As the company continues to grow, our team is expanding to meet increasing demand and ensure we continue delivering high-quality solutions to our clients.

The Client Support Adviser is the first point of contact for clients using the Atamis platform, providing high-quality technical support across a wide range of topics. You will work directly with clients to triage, investigate, and resolve queries using phone and internal ticketing systems. This is a client-facing role that requires excellent communication skills, a logical problem-solving mindset, and the ability to explain both the what and the why behind an issue.

You’ll also play a proactive part in onboarding, education, and knowledge-sharing, helping clients get the most from the Atamis system. This is an exciting opportunity for someone looking to build their career within a growing, friendly, and professional team.

Key Responsibilities

• Act as the first point of contact for client support queries — handling inbound requests via phone and ticketing system.
• Triage and diagnose issues, escalating to technical leads when appropriate while keeping the client informed.
• Provide timely, accurate, and clear resolutions to clients, explaining the “What”, “Why”, and “How” to promote understanding and reduce repeat queries.
• Host support training, bespoke troubleshooting calls, and system demonstrations to help clients resolve issues and build confidence in the platform.
• Accurately log, categorise, and update support tickets, following internal processes and contributing to service quality standards.
• Collaborate with colleagues across Operations, Sales, Product and development teams to ensure efficient issue resolution.
• Contribute to the internal knowledge base and support materials based on frequently asked questions and known issues.

Skills & Experience

• Confident communicator, able to build rapport and clearly explain complex topics to non-technical users.
• Strong problem-solving skills with a logical, methodical approach to issue diagnosis and resolution.
• Willingness to learn quickly.
• Able to prioritise a busy workload while maintaining attention to detail and quality.
• Calm and empathetic under pressure, with a focus on delivering a great client experience.
• Comfortable delivering remote support sessions, training calls, or walkthroughs via video conferencing tools.
• Desirable: Familiarity with support ticketing systems (e.g. Zendesk, Freshdesk, Jira Service Desk).
• Desirable: Experience working with public sector clients or within procurement/contract management systems.
• Desirable: Experience in a client-facing support role, ideally within a SaaS, software, or technical environment.