Support Analyst

Risk Solved; Rugeley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the insurance SaaS sector seeks a Junior Support Analyst to enhance customer support efforts. This entry-level role is perfect for aspiring professionals with technical knowledge and a passion for exceptional service. You will interact with clients, manage issues, and collaborate with teams to improve product functionality and customer satisfaction.

Benefits

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 are valued

Qualifications

• Around 2 years’ experience in a similar role or recent graduate.
• Strong interpersonal skills for customer interactions.
• Familiarity with helpdesk systems and ticket management.

Responsibilities

• Respond to first-line application queries and manage tickets.
• Assist developers, test environments, and track issue resolutions.
• Deliver user training sessions and help update documentation.

Skills

Customer-focused

Enthusiastic

Adaptable to change

Team player

Proactive

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
• 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)
• 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Insurance

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