Support Specialist

your Jared; United Kingdom; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Volunteer days

LinkedIn Learning access

Private medical cover

Job summary

Informa TechTarget is seeking a Support Specialist to provide multi-channel customer support, troubleshoot technical issues, and assist with backend configuration. You will work with a fast-growing B2B tech audience and collaborate with multiple teams to drive customer success.

The role requires 1-3 years in support, SaaS familiarity, and experience with Zendesk/Jira/Salesforce Service Cloud. Hybrid work with in-office collaboration is offered.

Qualifications

• 1-3 years in customer support or IT helpdesk.
• SaaS platform experience.
• Familiarity with ticketing systems (Zendesk, Jira, Salesforce Service Cloud).

Responsibilities

• Provide internal and external customer support via written communication, phone, live chat and/or video meetings.
• Troubleshoot and escalate technical issues while maintaining high customer satisfaction.
• Perform administrator-level activities/backend setup for product configuration.
• Document and maintain accurate records of customer interactions via ticketing systems.
• Collaborate with internal teams (Customer Success, Products, Tier 2 Support) to improve issues and efficiency.

Skills

Customer support

IT helpdesk

Technical support

SaaS platform experience

Education

Computer Science/Information Systems background

Tools

Zendesk

Jira

Salesforce Service Cloud

Job description

Support Specialist

• Full-time

Company Description

Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space?

At Informa TechTarget, you’ll collaborate and grow alongside some of the industry’s most respected experts. You’ll work with leading brands and be exposed to world-shaping innovations. You’ll apply your energy and intellect to helping clients be faster to market and faster to revenue.

We’re a vibrant community of world-class practitioners – over 2000 colleagues strong – with offices in 19 locations around the world. We’re traded on Nasdaq and also part of Informa PLC, a global leader in business-to-business events, digital services, and academic research in the FTSE 100.

About Informa TechTarget

Informa TechTarget (Nasdaq: TTGT) informs, influences and connects the world’s technology buyers and sellers, to accelerate growth from R&D to ROI.

With an unparalleled reach of over 220 highly targeted technology-specific websites and more than 50 million permissioned first-party audience members, Informa TechTarget has a unique understanding of and insight into technology markets.

Underpinned by those audiences and their data, we offer expert-led, data-driven, and digitally enabled services that deliver significant impact and measurable outcomes to our clients. We provide our customers with:

• Trusted information that shapes the industry and informs investment
• Intelligence and advice that guides and influences strategy
• Advertising that grows reputation and establishes thought leadership
• Custom content that engages and prompts action
• Intent and demand generation that more precisely targets and converts

Our organization is committed to sustainability, diversity, wellbeing, and ethical working practices. Visit informatechtarget.com and follow us on LinkedIn.

For more information, visit informatechtarget.com and follow us on LinkedIn

Job Description

Role and Responsibilities

• Provide internal and external Customer support, including troubleshooting and escalating technical issues, via written communication, phone, live chat and/or video meetings;
• Perform administrator-level activities/backend set-up services for TechTarget product configuration
• Provide exemplary customer service: supporting customers in an efficient, educated, and friendly manner to educate end users, increase product adoption, and enable customers' success
• Maintain Product knowledge to help triage customer issues.
• Identify process efficiencies to improve overall campaign set-up and success
• Document and maintain accurate records of customer interactions, including details of inquiries and resolutions via ticketing and issue tracking systems.
• Collaborate with internal stakeholders (Customer Success, Products, Tier 2 Support teams) to provide feedback on issues and suggest improvements
• Support Informa TechTarget customers and internal teams to set up and troubleshoot integrations with our customers' Marketing Automation and CRM applications;
• Take on additional projects/responsibilities as the product evolves and expands
• Experience working in customer support, IT Helpdesk or similar technical function;
• Computer science, information systems and/or SaaS Technology interest (or experience);
• Excellent problem-solving skills and the ability to troubleshoot issues effectively.
• Ability to prioritise and multitask in a highly dynamic, fast-paced environment with strong attention to detail;
• The ability to communicate technical information in an accessible manner to customers, end-users and coworkers;
• Confident personality that can adapt to new technologies, applications and processes.

Qualifications

Key Qualifications & Skills

Essential Experience

• 1-3 years in customer support, IT helpdesk, or technical support
• SaaS platform experience
• Familiarity with ticketing systems (Zendesk, Jira, Salesforce Service Cloud)

Technical Requirements

• Knowledge of CRM systems (Salesforce, HubSpot, Dynamics)
• Understanding of Marketing Automation platforms (Marketo, Eloqua, Pardot)
• Basic API and integration troubleshooting
• Backend system configuration and administration
• Computer Science/Information Systems background (degree or equivalent)

Additional Information

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: annual leave, birthday leave, volunteer days and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world

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