Job Description

Overview
About the Role & Team
As a Senior Customer Service On-Demand Specialist, you'll be at the heart of IDC's customer experience, serving as the first point of contact for our valued clients and ensuring they receive exceptional support throughout their journey with us. This role is pivotal in strengthening client relationships and assisting IDC account teams in delivering outstanding service and solutions.
If you're passionate about creating meaningful customer experiences and thrive in a dynamic setting, this is the perfect opportunity to amplify your career with a recognized leader in IT research and advisory services.
Type of contract: Full-time, Remote
Location: Bangalore, India - Hybrid
What You'll Do
Partner with our clients to deliver high-value outcomes and experiences by:
Operations

• Having a firm grasp of internal systems, accounts, and routing/escalation procedures for various customer types and needs
• Maintaining an ongoing knowledge of IDC products and services, coverage areas, and basic inquiry trends
• Participation in internal, on-going learning sessions

Communication

• Supporting assigned IDC customers via real time chat in English

• Supporting internal colleagues with account-based research and calendaring needs

Customer Service

• Analyzing client requests and quickly determining the best way to resolve with the appropriate resources
• Receive and resolve and/or escalate customer issues and inquiries

Project Support

• Comfortable working across teams, business groups and management levels
• Demonstrated ability in working under pressure and meeting deadlines

This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC's strategy.
We You Bring

• Has 5+ years of experience in B2B customer success and academic library environment with strong written and verbal communications skills
• Possess a strong bias for action
• Brings a proven record of working for or with technology suppliers
• Has a passion for technology
• Commits to build strong connections with customers
• Excels at time management and organization
• Embraces innovation, flexibility and is comfortable with change
• Demonstrates proficiency in written and spoken local language & English. Additional language skills are an asset.
• Holds a bachelor's degree, preferably in Information Technology, Business, or Library Sciences

Why This Role Stands Out
At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.
Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.
What We Offer

• A permanent, full-time position with a remote working module
• A benefit package to complete your salary
• Individualized Culture: An environment where you can explore new areas outside your specialty and stay engaged with work you enjoy.
• A position in a highly professional and globally respected market research and advisory firm, where initiative leading to results is rewarded

Equal Opportunity Employer
IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify. #LI-LR2

Skills Required