At a Glance
- Tasks: Provide top-notch customer support and troubleshoot technical issues for clients.
- Company: Join a vibrant tech community at Informa TechTarget, a leader in B2B technology.
- Benefits: Enjoy flexible work options, competitive pay, and opportunities for personal growth.
- Other info: Be part of a diverse team with global collaboration and strong wellbeing support.
- Why this job: Make a real impact while collaborating with industry experts and innovative brands.
- Qualifications: 1-3 years in customer support or IT helpdesk; familiarity with SaaS platforms.
The predicted salary is between 27000 - 33000 £ per year.
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.
Informa TechTarget 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.
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:
- 1-3 years in customer support, IT helpdesk, or technical support.
- SaaS platform experience.
- Familiarity with ticketing systems (Zendesk, Jira, Salesforce Service Cloud).
- 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).
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.
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.
Support Specialist employer: your Jared
At Your Jared, we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and communication. Our Maintenance Department provides ample opportunities for professional growth, with competitive benefits and a focus on employee well-being, making it an ideal place for those looking to make a meaningful impact across our London properties.
StudySmarter Expert Advice🤫
We think this is how you could land Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at your Jared. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like your Jared before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to your Jared:Your cover letter is your chance to shine! Tell us why you want to work at your Jared specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at your Jared!
How to prepare for a job interview at your Jared
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
