Remote-Ready B2B SaaS 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

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.