Customer Support Specialist

Location: Menara Skymind office, Georgetown, Penang, Malaysia; in-person work three days a week or more. Working hours are 4:00 p.m.–1:00 a.m. MYT, with possible adjustments for regional coverage.

Company

Informa TechTarget provides data-driven technology information, digital services, advertising, content, and demand-generation solutions for technology buyers and sellers.

What you will do

• Respond to inbound customer inquiries through email and other communication channels.
• Troubleshoot product, service, and account issues and provide effective solutions.
• Document customer interactions, issues, and resolutions in the support system.
• Identify complex or high-priority cases, escalate them appropriately, and follow up through resolution.
• Collaborate with Customer Success and other departments to improve the customer experience.
• Monitor response times, resolution rates, customer satisfaction, and SLA performance.

Requirements

• 3–5 years of experience in customer support, customer service, client services, or a similar customer-facing role.
• Strong written and verbal English communication skills required.
• Ability to troubleshoot issues, assess customer needs, and provide accurate solutions.
• Strong attention to detail when documenting interactions and following procedures.
• Comfort learning and using software tools, support platforms, and internal systems.
• Willingness to work rotating shifts and the stated evening-to-night MYT schedule.

Nice to have

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

Culture & Benefits

• In-person and online social events, diversity and inclusion networks, and a global working community.
• Up to four volunteer days per year with charity match funding.
• Training, mentoring, LinkedIn Learning access, and support for internal career moves.
• Annual leave, birthday leave, and flexibility to work from almost anywhere for up to four weeks per year.
• Personal benefits selection, company-funded private medical cover, wellbeing support, and employee assistance.
• ShareMatch matching shares, recognition programs, and opportunities to collaborate internationally.