Support Specialist

Informa Group Plc.; Penang; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Birthday leave

Private medical cover

LinkedIn Learning access

Volunteer days

Job summary

Informa TechTarget in Malaysia seeks a support specialist with 1-3 years in customer support or IT helpdesk. You’ll handle SaaS platform issues, guiding users and collaborating across teams. Familiarity with Zendesk, Jira, and Salesforce Service Cloud is preferred. A background in Computer Science/IS is valued.

You’ll join a dynamic org with strong learning opportunities, flexible work options, and a culture focused on customer success.

Qualifications

• 1-3 years in customer support, IT helpdesk, or technical support.
• Experience with SaaS platforms and CRM/ticketing systems.
• Knowledge of Zendesk, Jira, Salesforce Service Cloud preferred.

Responsibilities

• Provide internal and external customer support, including troubleshooting and escalating technical issues.
• Perform admin-level activities and backend setup for product configuration.
• Deliver courteous, informed support to educate users and enable product adoption.
• Maintain product knowledge to triage issues and document resolutions.
• Collaborate with internal teams to feedback issues and improve processes.

Skills

Customer support

IT helpdesk

SaaS experience

Education

Computer Science/Information Systems

Tools

Zendesk

Jira

Salesforce Service Cloud

Job 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

Role and Responsibilities

• 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

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)

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