Customer Support Specialist (B2B Technology)

Location: Menara Skymind office, Georgetown, Penang, Malaysia. Hybrid work with in-person attendance three days a week or more. Working hours are 4:00 p.m.–1:00 a.m. MYT, with possible changes based on regional coverage needs.

Company

Informa TechTarget is a B2B technology information and digital services business that connects technology buyers and sellers through targeted content, data, advertising, and demand-generation services.

What you will do

• Respond to inbound customer inquiries through email and other communication channels.
• Troubleshoot product, service, and account issues and provide accurate solutions.
• Document customer interactions, issues, and resolutions in the support system.
• Assess and escalate complex or high-priority issues, then follow up until resolution.
• Collaborate with Customer Success and other teams to improve the customer experience.
• Track response times, resolution rates, customer satisfaction, and other service metrics.

Requirements

• 1–3 years of experience in customer support, customer service, client services, or a similar customer-facing role.
• Strong written and verbal English communication skills are required.
• Problem-solving skills, attention to detail, adaptability, and a customer-focused mindset.
• Comfort learning and using software, support tools, and internal systems.
• Ability to work rotating shifts and the specified evening schedule in MYT.
• Ability to work from the Menara Skymind office three days a week or more.

Nice to have

• Experience in a B2B or SaaS environment.
• Familiarity with Live Chat, Salesforce Service Cloud, Intercom, Zendesk, or similar customer support platforms.
• Additional language skills.

Culture & Benefits

• Collaborative, international working environment with teams across multiple locations.
• Annual leave, birthday leave, and the option to work from almost anywhere for up to four weeks per year.
• Training, mentoring, LinkedIn Learning access, and support for internal career moves.
• Private medical cover, personal benefits options, wellbeing support, and employee assistance.
• Volunteer leave, charity matching, recognition programs, and a ShareMatch scheme.