Support Analyst

JR United Kingdom; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking SaaS company as a Junior Support Analyst, contributing to a dynamic support team. You’ll engage with customers, manage application queries, support development cycles, and assist in training clients, all while growing in a collaborative environment.

Benefits

Close-knit team environment

Opportunities for professional development

Experience in SaaS and risk data solutions

Qualifications

• 2 years’ experience in a support role or a recent graduate.
• Ability to manage first-line application queries.
• Strong communication and teamwork skills.

Responsibilities

• Respond to application queries and manage helpdesk tickets.
• Participate in testing and assist with user training sessions.
• Liaise with the development team for issue resolution.

Skills

Customer Focus

Enthusiasm

Adaptability

Education

Degree in Computer Science or related IT discipline

Job description

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Risk Solved is a global SaaS platform that helps insurers, brokers, and MGA’s capture real-time risk data and deliver consistent, actionable insights. Based in Rugeley, Staffordshire, we support major insurance organisations worldwide through smart risk engineering solutions.

We take pride in delivering a high-quality, responsive support service to our customers. Our team is at the heart of that mission—offering expert guidance, managing projects, and ensuring users are trained and confident in using our software.

About the Role

We’re looking for a Junior Support Analyst to join our growing team. This is an ideal opportunity for someone with around 2 years’ experience in a similar role, or a recent graduate in Computer Science or a related IT discipline.

As part of our dynamic support team, you’ll work across four key areas:

• Respond to first-line application queries and issues
• Record and manage tickets via our helpdesk system
• Reproduce customer-reported issues in test environments
• Liaise with the development team when escalation is needed
• Track issues to resolution and ensure SLAs are met
• Escalate any service risks to your manager

? Application Support

• Collaborate with the Product Manager to assess and scope new feature requests
• Assist developers by providing detailed specifications
• Participate in testing during release cycles
• Provide feedback on UI/UX improvements
• Help update stakeholders on project progress and application quality
• Assist with customer transition meetings as they move from implementation to Business as Usual (BAU)

? Training & Implementation

• Set up and configure UAT and live environments for new clients
• Deliver user training sessions and help update documentation
• Share insights on how clients can get the most from our platform and support services

About You

To succeed in this role, you’ll need to be enthusiastic, customer-focused, and keen to learn. You’ll also live and breathe our company values:

• ? Deliver a great customer experience, every time
• ? Offer help willingly—be a team player
• ? Dependable and reliable under pressure
• ? Adaptable to change and open to feedback
• ? Proactive, confident, and eager to grow

Why Join Us?

• Be part of a close-knit team with a global impact
• Gain experience across customer support, product, and projects
• Develop a strong foundation in SaaS and risk data solutions
• Work in a role where your ideas and initiative are truly valued

Ready to take the next step in your tech career? Apply now and become part of a forward-thinking company that values support, collaboration, and continuous improvement.