At a Glance
- Tasks: Provide top-notch support to clients via phone and email, ensuring their issues are resolved.
- Company: Join IDGateway, a leader in SaaS solutions for security-sensitive environments.
- Benefits: Enjoy 23 days holiday, flexible benefits, and a pension contribution.
- Other info: Work in a dynamic environment with opportunities for growth and development.
- Why this job: Be the voice of our clients and make a real difference in their experience.
- Qualifications: Experience in client support and familiarity with Jira or similar tools required.
The predicted salary is between 30000 - 40000 £ per year.
Description
Reports to
- Director of Growth and Customer Experience
- About IDGateway
IDGateway delivers Saa S solutions into security-sensitive and operationally demanding environments.
We work closely with airports, aviation operators and enterprise clients to improve operational efficiency, compliance and workforce management through modern technology.
The Role
The Client and Product Support Analyst is the primary point of contact for IDGateway’s clients, providing telephone and email support across our all of our products.
The role is built around client engagement: managing expectations clearly, communicating with warmth and professionalism, and ensuring every client interaction leaves them confident that their issue is understood and being handled.
Keeping our clients happy is the core purpose of this role while balancing the needs and standards of the company.
The role logs, tracks and manages support issues through Jira Service Desk, Confluence and other Atlassian tools.
Working within a complex regulatory environment, the role demands accuracy, clear documentation and a calm, structured approach to managing a live ticket queue including incidents, issues and client requests, against agreed SLAs.
A key requirement of the role is to prepare demonstrations, investigate and reproduce issues, develop, improve and update user documentation, helping ensure clients have the information they need to be as self-sufficient as possible.
Is This Role Right for You?
This role will suit you if you have
- Direct experience in a client-facing support role, within a software, Saa S or technology business.
- Hands-on experience using Jira, Confluence or other Atlassian tools.
- A warm, professional communication style and genuine comfort engaging with clients by telephone and Teams, even when the news isn’t good.
- A methodical, detail-oriented approach to logging, tracking and progressing tickets to resolution.
- A genuine interest in developing technical and database skills.
- A ‘make it happen’, ‘do it now’ attitude.
This role is unlikely to suit you if
- You don't enjoy speaking with clients directly, this is a client-facing role with frequent teams, phone and email contact.
- You have no prior experience in a ticket-driven, SLA-based support environment.
- You do not have any interest in the technical aspect of the support role.
Key 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 Hub Spot, 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.
- Technical Requirements
- Comfortable working directly with databases (e. g. SQL queries) to investigate and evidence issues, going beyond front-end observation to identify a reasonable cause.
- Comfortable working within a database under guidance, reducing reliance on developers for routine fixes.
- Able to produce clear reproduction steps and evidenced diagnosis for development teams, reducing back-and-forth on escalated tickets.
- Willing to work closely with the Test and Development teams to resolve issues, building technical understanding over time.
- Comfortable navigating a complex software product and willing to dig into detail and use initiative rather than deferring every technical question.
- Key Skills
- Excellent customer communication skills, able to translate technical detail into plain language for non-technical clients.
- Strong analytical mindset, able to break down complex issues into clear, logical steps.
- Proactive approach to problem prevention, using support data and trends to flag risks before they escalate.
- Organised and accurate record-keeping across ticketing and reporting systems.
- Resilient under pressure, able to prioritise a live ticket queue against SLA deadlines.
- Familiar and comfortable using company approved AI tools to increase the effectiveness of our day to day activities.
- Comfortable in communicating client issues to technical teams.
- Required Experience
- 2+ years in a technical customer service or 2nd line support role.
- Experience in a Saa S, 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.
Desirable
- Aviation, airport operations, or background screening industry experience.
- Experience working within a complex, regulated environment.
Benefits
- 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
- #IDGateway
Client and Product Support Analyst in Farnborough employer: Valsoft Corporation
Fluent Software Group is an exceptional employer that fosters a collaborative and innovative work culture, allowing you to take ownership of your projects while working closely with stakeholders in a supportive environment. With a focus on employee growth and development, you'll have the opportunity to enhance your skills in cutting-edge voice AI technology, all while enjoying the flexibility of remote work from Canada. Join us to be part of a dynamic team that values your contributions and encourages continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Client and Product Support Analyst in Farnborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Valsoft Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Valsoft Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client and Product Support Analyst in Farnborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Valsoft Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Valsoft Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Valsoft Corporation!
How to prepare for a job interview at Valsoft Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
