Customer Support Specialist

Informa
Georgetown
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Customer-focused","Communication","Problem-solving","Attention to detail","Adaptability"]

Join the newly established Customer Support team as the first point of contact for clients. You’ll handle inbound inquiries via email and other channels, troubleshoot and resolve issues, and accurately document interactions in the support system. Collaborate with Customer Success and other teams to deliver seamless, empathetic service, use the knowledge base to answer quickly, and escalate complex cases when needed while meeting performance metrics.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Informa
Informa
1 day ago

Customer Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Join the newly established Customer Support team as the first point of contact for clients. You’ll handle inbound inquiries via email and other channels, troubleshoot and resolve issues, and accurately document interactions in the support system. Collaborate with Customer Success and other teams to deliver seamless, empathetic service, use the knowledge base to answer quickly, and escalate complex cases when needed while meeting performance metrics.
Location: Georgetown
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Respond to inbound customer inquiries via email and other communication channels in a timely and professional manner.
  • •Troubleshoot and resolve customer issues, ensuring high customer satisfaction, and provide accurate product and account information.
  • •Document all customer interactions, issues, and resolutions accurately in the customer support system.
  • •Identify customer needs, provide solutions or alternatives, follow up to ensure issues are fully resolved, and escalate complex cases when necessary.
  • •Use and contribute to the knowledge base and internal resources; collaborate with Customer Success and other departments and help improve support processes.

Pay and Benefits

Perks:Health InsurancePaid LeaveEquityRemote WorkLearning Budget

Key Requirements

  • •3-5 years of experience in customer support, customer service, client services, or a similar customer-facing role.
  • •Experience in a B2B or SaaS environment.
  • •Familiarity with customer support tools and platforms such as Live chat, Salesforce Service Cloud, Intercom, and Zendesk.
  • •Strong written and verbal communication skills in English.
  • •Ability to troubleshoot issues, document interactions accurately, and manage multiple priorities while working rotating shifts.
Experience:3-5 yearsB2BSaaSCustomer supportCustomer service
Skills:Customer-focusedCommunicationProblem-solvingAttention to detailAdaptability
Languages:English
Tech Stack:Live chatSalesforce Service CloudIntercomZendeskLinkedIn LearningEAP

Company Brief

Informa
Global business-to-business information services group operating events, academic and professional publishing, and data & analytics businesses serving specialist markets worldwide.
Industry: Publishing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1998
WebsiteLinkedIn