Support Specialist

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. 

Qualifications :

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)

Additional Information :

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. Thats why we work in-person with each other or with customers and partners three days a week or more. When youre 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 its 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

Remote Work :

No

Employment Type :

Full-time