Job Description

Overview:
Sr. Customer Service On-Demand Specialist
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 are Looking for Someone Who

• 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 IDC?
IDC is the most respected global technology market research firm. We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success. IDC has been recognized for five consecutive years (2020, 2021, 2022, 2023, 2024) by the IIAR as the which is one of the highest accolades for the technology market research industry.
Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future.
IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.
Recruitment Fraud Notice: IDG/IDC would like to inform you that we conduct our formal communications via corporate email, our Applicant Tracking System iCIMS, LinkedIn messaging, or directly by phone. We do not use any other platform (including Telegram, WhatsApp, Signal, text, instant message, etc.) to communicate with prospective candidates. If you receive any communication outside of our formal communications channels, please ignore it and block the sender or caller. In addition, we do not ask candidates to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone claiming to represent a job offer, please report it as potential job fraud to law enforcement. #LI-PC
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Skills Required