SaaS Client Support Analyst — Drive Issue Resolution

IDGateway® Limited; Farnborough; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

23 days holiday

Birthday leave

Pension 3%

Flexible benefits £750

Office 3 days per week

Job summary

IDGateway Limited in the UK is seeking a Client and Product Support Analyst to be the primary contact for clients, handling telephone and email support across all products. You will log and manage issues in Jira Service Desk and Confluence, ensuring clear documentation and timely SLA-driven responses.

You will build relationships, reproduce issues for development teams, and help clients become more self-sufficient through updated user documentation and training materials.

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).
• 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 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 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

Customer communication

Analytical mindset

Ticketing

Problem prevention

Record-keeping

AI tools

Tools

Jira Service Desk

Confluence

HubSpot

Teams

Outlook

SQL

Job description

IDGateway Limited in the UK is seeking a Client and Product Support Analyst to be the primary contact for clients, handling telephone and email support across all products. You will log and manage issues in Jira Service Desk and Confluence, ensuring clear documentation and timely SLA-driven responses.

You will build relationships, reproduce issues for development teams, and help clients become more self-sufficient through updated user documentation and training materials.