Customer Support Specialist

Informa Group Plc.; Penang; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Great community

Volunteer days

Career development

Flexible work options

Job summary

Informa TechTarget is looking for a Customer Support Specialist in Malaysia (Penang) to be the first point of contact for clients. You will deliver timely, empathetic assistance, resolve inquiries, and collaborate with the Customer Success team to ensure a seamless support experience.

You will work with the Customer Success and other departments to maintain high satisfaction, document interactions, and continuously improve support processes.

Qualifications

• 3–5 years of experience in customer support or a related role.
• Experience in a B2B or SaaS environment is a plus.
• Familiarity with customer support tools (Live chat, Salesforce, Intercom, Zendesk) is desirable.

Responsibilities

• Respond to inbound inquiries via email and other channels in a timely, professional manner.
• Troubleshoot and resolve customer issues, ensuring high satisfaction.
• Document all interactions and resolutions in the support system.
• Escalate complex issues to the appropriate team when needed.
• Follow up to ensure issues are fully resolved and customers are satisfied.

Skills

Customer focus

Communication skills

English proficiency

Problem solving

Tools

Salesforce Service Cloud

Intercom

Zendesk

Live chat

Job description

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

This role is based in our Menara Skymindoffice.

We are looking for a motivated and customer-focused Customer Support Specialist to join our newly established Customer Support team. In this role, you will be the first point of contact for our clients, providing timely, effective, and empathetic assistance to resolve their inquiries and issues. You will play a crucial role in delivering an exceptional customer experience and building strong relationships with our clients.

This is an excellent opportunity for someone who is passionate about helping customers, thrives in a collaborative environment, and is eager to grow their career in customer support. You will work closely with the Customer Success team and other departments to ensure our clients receive seamless support across all touchpoints.

Key Responsibilities:

Customer Support Delivery

• Respond to inbound customer inquiries via email and other communication channels in a timely and professional manner.
• Troubleshoot and resolve customer issues efficiently, ensuring high levels of customer satisfaction.
• Provide accurate information about products, services, and account-related questions.
• Document all customer interactions, issues, and resolutions accurately in the customer support system.

Problem-Solving and Escalation

• Identify and assess customer needs to provide appropriate solutions or alternatives.
• Escalate complex or high-priority issues to the Customer Support Manager or relevant teams when necessary.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the outcome.

Knowledge and Continuous Improvement

• Utilize and contribute to the knowledge base and internal resources to resolve customer issues quickly and accurately.
• Stay up-to-date on product features, updates, and company policies to provide informed support.
• Provide feedback to the Customer Support Manager on recurring customer issues, trends, and opportunities for improvement.

Collaboration and Teamwork

• Work collaboratively with team members to share knowledge, best practices, and support each other in delivering excellent customer service.
• Partner with the Customer Success team to ensure a seamless customer experience and share insights on customer needs and challenges.
• Participate in team meetings, training sessions, and initiatives to continuously improve support processes and service quality.

Performance and Quality

• Meet or exceed performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Maintain a positive and professional attitude in all customer interactions, even in challenging situations.
• Adhere to company policies, procedures, and service level agreements (SLAs).

Shift Information

• This role requires comfort working 4:00 p.m.-1:00 a.m. MYT. Hours may shift based on regional coverage needs.

Experience

• 3-5years of experience in customer support, customer service, client services, or a similar customer-facing role.
• Experience in a B2B or SaaS environment is a plus.
• Familiarity with customer support tools and platforms (e.g., Live chat, Salesforce Service Cloud, Intercom, Zendesk) is desirable.

Skills and Competencies

• Customer-focused mindset: Passionate about helping customers and delivering exceptional service.
• Excellent communication skills: Strong written and verbal communication skills in English; additional languages are a plus.
• Problem-solving abilities: Ability to think critically, troubleshoot issues, and provide effective solutions.
• Attention to detail: Accurate and thorough in documenting customer interactions and following processes.
• Adaptability: Comfortable working in a fast-paced, dynamic environment and managing multiple priorities.
• Team player: Collaborative, positive, and willing to support team goals and initiatives.
• Technical aptitude: Comfortable learning and using new software, tools, and systems.

Personal Attributes

• Empathetic and patient, with the ability to remain calm and professional under pressure.
• Proactive and self-motivated, with a strong sense of ownership and accountability.
• Eager to learn and grow, with a commitment to continuous improvement.
• Flexible and open to working rotating shifts to provide extended customer support coverage.

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.

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 accommodationsto 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.

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 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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