Kerja Sepenuh Masa, Support Specialist di Informa Group Plc. Pulau Pinang - Maukerja

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. 

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)