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# Product Support Analyst

- **Company:** Addition Solutions Ltd
- **Location:** Leeds, UK
- **Salary:** £26,000.0 - £28,000.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Software as a Service, SQL Databases
- **Published:** August 25, 2026
- **Apply:** https://www.reed.co.uk/jobs/product-support-analyst/57273254

## About the Role

* At least 1 year of experience within product support, technical support or a customer service environment.
 * A background working in a SAAS organisation is preferred.
 * Strong problem-solving skills with experience handling issues in a technical setting.
 * Confident written and verbal communication skills, including a professional and personable telephone manner.
 * A genuine interest in technology and the motivation to develop within a growing technical support function.
 * Experience supporting SaaS products or working within a scale-up environment would be beneficial.
 * Exposure to SQL and support desk platforms would be advantageous such as Fresh Desk or Jira.

## Description

* Act as the first point of contact for customers needing product support across phone and email.
 * Diagnose and resolve technical queries quickly, with a strong focus on achieving high first-line resolution rates.
 * Take ownership of customer issues from initial contact through to resolution, ensuring communication stays clear throughout.
 * Work closely with the Product team when more complex technical problems need investigation or escalation.
 * Help create and maintain useful product documentation, making it easier for customers to find answers and self-serve.
 * Deliver a consistently high standard of service and contribute to an excellent overall customer experience.


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