Hybrid SaaS Support Analyst — Client & Product Expert

Valsoft Corporation; Farnborough; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Holiday: 23 days per annum + Birthday

Pension: 3% Employer contribution

Flexible Benefits: up to £750 per year

Location: 3 days per week @ 33 Hercule

Background and criminal check

Job summary

IDGateway, a software solutions provider for security-sensitive environments, is seeking a Client and Product Support Analyst in Farnborough. You will handle telephone and email support across all products, manage incidents in Jira Service Desk, and maintain clear client communications to ensure issues are understood and resolved efficiently.

You will build strong client relationships, document issues, and help develop user documentation and training materials.

Qualifications

• Direct experience in a client-facing support role within software/SaaS
• Hands-on experience using Jira Service Desk and Confluence
• Strong documentation and ticketing discipline
• Comfortable engaging with clients via phone/Teams
• Interest in developing technical and database skills

Responsibilities

• Provide telephone and email support across IDGateway products
• Build and maintain client relationships throughout the support lifecycle
• Log, track and document incidents using Jira Service Desk and Confluence
• Create clear reproduction steps and evidence for development teams
• Ensure SLAs are met and communicate status to clients
• Contribute to client-facing reports and training materials

Skills

Customer communication

Jira Service Desk

Confluence

SLA management

SQL basics

Team collaboration

Tech documentation

Tools

Jira

Confluence

Job description

IDGateway, a software solutions provider for security-sensitive environments, is seeking a Client and Product Support Analyst in Farnborough. You will handle telephone and email support across all products, manage incidents in Jira Service Desk, and maintain clear client communications to ensure issues are understood and resolved efficiently.

You will build strong client relationships, document issues, and help develop user documentation and training materials.