Customer Support Specialist (market intelligence / data / insight)

  • 240 Blackfriars Road, London, --None--, United Kingdom
  • Employees can work remotely
  • Full-time

Company Description

Informa is the leading business intelligence, events, and academic publishing business operating in the Knowledge and Information Economy.

Our leading brands and expert teams create intelligence-based products and data-driven services, convene communities in person and digitally and provide access to cutting-edge research for customers working in specialist markets, worldwide.

We are listed on London Stock Exchange and a member of the FTSE 100, operating in more than 30 countries and employing over 11,000 people globally.

Aviation Week, a division of Informa Markets, creates platforms and intelligence to help the global Aerospace industry to trade, innovate and grow. Our leading brands, our exhibitions, specialist digital content and intelligence & data solutions allow customers operating in Aerospace and Air Transport to meet and trade, and for their businesses to thrive.

Job Description

An ideal candidate for us is a person who enjoys and thrives in a lively environment, efficiently communicates with the team, and has a commitment to Customer Support and Satisfaction at their core! Part of the Global Sales & Customer Support team, we are growing faster than ever, so there are a lot of career and growth opportunities for the right person.

Job responsibilities:
* Responding to customer queries in a timely and accurate way
* Identifying customer needs and helping customers use specific services and features

* Delivering scheduled 1-2-1 and group training sessions to users
* Reporting product issues
* Follow up with customers to ensure their issues are resolved
* Internal communication with Support colleagues, as well as Sales, Technical and Development teams
* Gather customer feedback and share with our Product, Sales, and Marketing teams
* Assist in training Sales team on new products and features
* Update our internal databases with information about technical issues and useful discussions with customers


Skills & Abilities

  • Strong knowledge and understanding of customer service operations
  • Good communication skills with the ability to build good relationships with a wide range of customers, stakeholders, and key contacts
  • Proficient skills in Salesforce CRM and Microsoft Teams is preferable
  • Remain approachable under pressure
  • Act with integrity, tact and diplomacy
  • Work as part of a team
  • Ability to complete a variety of related tasks
  • Pro-actively solve problems
  • Excellent customer service skills
  • Good time management skills
  • Ability to be flexible within role
  • Excellent oral and written communication skill
  • Aviation background/interest would be a benefit
  • Preferably educated to degree level

Additional Information

A really interesting and varied role, with opportunity for international travel to deliver customer training  and to attend Aviation Week and other industry events.

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