Support Specialist

Informa; George Town; On-site; MYR 45,000 - 67,000; Full time

Job summary

Informa is hiring a Customer Support Specialist in Penang to assist customers with SaaS products. You will troubleshoot issues, escalate where needed, and work with internal teams to ensure smooth campaigns and integrations. A strong focus on product knowledge and user education will drive adoption and success.

You will collaborate across Customer Success, Products, and Tier 2 Support to resolve inquiries, document interactions, and improve processes in a fast-paced SaaS environment.

Qualifications

• 1–3 years in customer support or IT helpdesk.
• Experience with a SaaS platform and ticketing systems.
• Familiarity with Zendesk, Jira and Salesforce Service Cloud.

Responsibilities

• Provide internal and external customer support, including troubleshooting and escalating technical issues via written communication, phone, live chat, and video meetings
• Perform backend setup and product configuration for TechTarget offerings
• Deliver exemplary customer service to educate end users and drive product adoption
• Maintain product knowledge to triage customer issues
• Document and maintain accurate records of customer interactions via ticketing systems
• Collaborate with internal teams to provide feedback and drive improvements
• Support integrations with Marketing Automation and CRM applications for customers and teams
• Take on additional projects as the product evolves

Skills

1-3 years in customer support

SaaS platform experience

Ticketing systems (Zendesk, Jira, SFDC

Education

Bachelor's in Computer Science / Information Systems

Tools

CRM: Salesforce

CRM: HubSpot

CRM: Dynamics

API basics

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Provide internal and external Customer support, including troubleshooting and escalating technical issues, via written communication, phone, livechatand/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.
• Identifyprocess efficiencies to improve overall campaign set-up and success
• Document andmaintainaccuraterecords 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
• SupportInformaTechTargetcustomers and internal teams tosetupandtroubleshootintegrationswith ourcustomers' Marketing Automation and CRM applications;
• Take onadditionalprojects/responsibilities as the product evolves and expands
• Experience working in customer support, ITHelpdeskor similar technical function;
• Computer science, informationsystemsand/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-usersand coworkers;
• Confident personality that can adapt tonew technologies,applicationsand processes.

Key Qualifications & Skills

• 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)