Client and Product Support Analyst

Aspire Software

Client and Product Support Analyst providing client support via telephone and email for IDGateway’s products. Engaging with clients to resolve issues while managing a live ticket queue based on SLAs.

Posted 7/23/2026full-timeFarnborough • 🇬🇧 United KingdomJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer service within a SaaS environment, effectively managing client relationships and utilizing ticketing systems like Jira Service Desk and Confluence. Proficient in data analytics and communication tools to enhance support processes and client documentation.

Highest-signal resume keywords

Technical Customer ServiceJira Service DeskSQL QueryingClient Relationship ManagementData Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Customer ServiceSQLTicketing System ExperienceIncident DocumentationData Analytics

Soft Skills

CommunicationProblem-SolvingCollaborationClient Education

Tools & Technologies

Jira Service DeskConfluenceHubSpotMicrosoft TeamsOutlook

Industry Keywords

SaaSSoftware SupportRegulatory EnvironmentClient-Facing ReportsSupport Lifecycle

Tech Stack

Tools & technologies

ReactSQL

About the role

Key responsibilities & impact

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.
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.

Requirements

What you’ll need

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) in a live support environment.
Working knowledge of SQL or comfortable querying relational databases.
Experience liaising directly with development or engineering teams to progress technical issues.

Benefits

Comp & perks

Holiday: 23 days per annum + Birthday.
Pension: 3% Employer contribution
Flexible Benefits: up to £750 per annum to spend on a range of benefits
Location: 3 Days per week @ 33 Hercules Way, 2 days per week work from home
Employment is subject to a background and criminal record check