Junior Client and Product Support Analyst
About the job
- Experience in a customer service or client-facing role, including telephone and email contact.
- A degree or equivalent experience.
- Confidence using everyday software such as Microsoft Office and Teams.
- Comfort learning new technology and quickly picking up new software, with an interest in how systems work behind the scenes.
- Willingness to investigate details and use initiative rather than deferring every technical question.
- Ability to explain technical detail in plain language to non-technical clients.
- Ability to break down issues into clear, logical steps.
- A 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.
- Familiarity and comfort using company-approved artificial intelligence tools to improve day-to-day activities.
- Ability to remain calm under pressure and prioritise when the queue gets busy.
- Provide telephone and email support to clients across all IDGateway products in a complex regulatory environment.
- Build and maintain strong relationships with key client contacts throughout the support lifecycle.
- Follow the company support process and accurately log and document incidents using Jira Service Desk, Confluence, and other Atlassian tools.
- Thoroughly investigate reported issues and write clear tickets that capture the problem, including reproduction steps and an evidence summary that developers can act on without a follow-up call.
- Respond quickly to incoming tickets to meet service-level agreements, communicating and escalating issues as necessary.
- Regularly report ticket progress and status to the team and clients until issues are complete.
- Identify patterns and recurring issues across support tickets and share insights with the team to help prevent future occurrences.
- Support data analytics on support trends and issues, ensuring findings are clearly documented and evidenced.
- Communicate with clients using tools such as HubSpot, Teams, Jira, and Outlook.
- Collate and prepare support information for client-facing reports.
- Use artificial intelligence tools such as Claude to identify recurring themes and patterns in support tickets and support the production of client-facing reports and documentation.
- Work with team members to deliver user education by maintaining training and client documentation materials.
- Prepare demonstrations, investigate and reproduce issues, and develop, improve, and update user documentation.
- Apply the company’s values and behaviours in day-to-day work.
- A hobby or personal interest in technology, such as building PCs, gaming, home networking, or coding.
- Exposure to IT support, a helpdesk, or a ticketing system such as Jira.
- Experience in aviation, airport operations, or the background-screening industry.
About the company
Valsoft is a company that buys software businesses that serve specific, essential industries (like automotive and broadcasting) and helps them grow over the long term. It focuses on vertical market software—programs that are built for a particular industry—and keeps the acquired companies independent while giving them extra resources, best practices, and access to a global network. The core idea is to improve how these software businesses operate and expand their reach, rather than building new products from scratch. The main way Valsoft works is to purchase a niche software company, streamline its operations, and partner with the existing management team to drive steady growth. This approach sets Valsoft apart from others by emphasizing patient, long-term ownership and collaboration within a diverse portfolio of niche software. The goal is to create durable, profitable companies that continue to serve their essential customers efficiently and expand into new markets.
Company Size
501-1,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$420M
Headquarters
Montreal, Canada
Founded
2015
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Simplify's Take
What believers are saying
- October 2, 2026 Positive Solutions expands Valsoft into healthcare technology.
- Square 9 added over 1,000 customers and strengthens TAG's AI document automation.
- Medicalistics reaches 430,000 patients, giving Edelweiss a durable regulated-care software foothold.
What critics are saying
- AllTrust Networks settled a 2024 data-breach class action by March 16, 2026.
- Valsoft faces a Delaware contract suit from Demand Bridge filed January 14, 2026.
- Rapid 2026 acquisitions across TAG and Edelweiss create integration failure and talent-retention risk.
What makes Valsoft unique
- Valsoft ran 150+ companies across 20+ industries as of October 2, 2026.
- Its permanent-capital model keeps founders autonomous while Valsoft supplies M&A and operations.
- TAG and Edelweiss buy niche software like Square 9, UnionTrack, and Medicalistics.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Holidays
- Flexible Work Hours
- Remote Work Options
- 401(k) Retirement Plan
- 401(k) Company Match
- Wellness Program
- Mental Health Support
- Gym Membership