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About the Role
The Junior Client and Product Support Analyst is the primary point of contact for IDGateway’s clients, providing telephone and email support across all products. This role focuses on client engagement, managing expectations, communicating professionally, and ensuring client issues are understood and handled effectively. A core purpose is client satisfaction while balancing company needs and standards. The role involves logging, tracking, and managing support issues using Jira Service Desk, Confluence, and other Atlassian tools, demanding accuracy, clear documentation, and a structured approach to managing a live ticket queue against SLAs. A key requirement is preparing demonstrations, investigating issues, and developing user documentation to empower clients.
Responsibilities
- Provide telephone and email support to 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
- Experience in a customer-facing role where you have built real confidence dealing with people by phone and email.
- A warm, professional communication style and genuine comfort engaging with clients by telephone and Teams, even when the news isn’t good.
- A genuine interest in technology, whether that’s building your own PC, gaming, coding projects or being the person friends and family turn to with tech problems.
- A methodical, detail-oriented approach to logging, tracking and progressing tickets to resolution.
- A curious, logical mind and the drive to learn new systems, including Jira, Confluence and databases.
- A ‘make it happen’, ‘do it now’ attitude.
- Comfortable learning new technology and quick to pick up new software, with an interest in how systems work behind the scenes.
- Willing to dig into detail and use your initiative rather than deferring every technical question.
- Excellent customer communication skills, able to explain technical detail in plain language to non-technical clients.
- Strong analytical mindset, able to break down issues into clear, logical steps.
- Proactive approach to problem prevention, using support data and trends to flag issues before they escalate.
- Organised and accurate record-keeping across ticketing and reporting systems.
- Familiar and comfortable using company approved AI tools to increase the effectiveness of our day to day activities.
- Calm under pressure and able to prioritise when the queue gets busy.
- Experience in a customer service or client-facing role, including telephone and email contact.
- Confident user of everyday software such as Microsoft Office and Teams.
- A hobby or personal interest in technology, such as building PCs, gaming, home networking or coding.
- Any exposure to IT support, a helpdesk or a ticketing system such as Jira.
- Aviation, airport operations, or background screening industry experience.
Skills
- Client engagement
- Telephone support
- Email support
- Jira Service Desk
- Confluence
- Atlassian tools
- Issue tracking
- Documentation
- Client communication
- Problem-solving
- AI tools
- HubSpot
- Microsoft Office
- Microsoft Teams
Location
- 33 Hercules Way
- Work from home
Work Type
- Hybrid
Experience Level
- Junior
Education Level
- Degree or equivalent experience
Benefits
- 23 days holiday per annum + Birthday
- 3% Employer contribution pension
- Up to £750 per annum flexible benefits
About the Company
- IDGateway delivers SaaS 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.