Support Analyst

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

Job summary

A forward-thinking SaaS company is seeking a Junior Support Analyst to join their dedicated support team. This role is ideal for individuals with around 2 years of experience or recent graduates in IT who are eager to enhance their career in a customer-focused environment. You will be responsible for managing customer queries, collaborating on product features, and delivering training. If you are enthusiastic, adaptable, and ready to grow, apply now and contribute to delivering exceptional service in a global context.

Benefits

Experience across customer support and product projects

Contribute ideas and initiatives

Part of a close-knit team

Qualifications

• Around 2 years’ experience in a similar role or recent graduate.
• Excellent communication skills and a keen willingness to learn.

Responsibilities

• Respond to first-line application queries and issues.
• Record and manage tickets via the helpdesk system.
• Collaborate with the Product Manager to assess new feature requests.

Skills

Customer-focused

Enthusiastic

Team player

Proactive

Adaptable

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.