Sr. Customer Service On-Demand Specialist

About the Role & Team

IDC is the most respected global technology market research firm operating in over 110 countries worldwide. With customer success at the core of IDCs strategy our collaborative innovative and entrepreneurial culture is the perfect place for you to discover your future.

Amplify your career with the worlds most recognized leader in IT research and advisory services and join a dynamic environment where your passion for customer experience is expected and appreciated.

The Customer Service On-Demand Specialist will be the frontline for IDCs customer experience helping ensure our valued customers are supported and assisted along their IDC journey. The position will also be focused on assisting IDC account teams with client needs and support.

What Youll Do

Partner with our clients to deliver high-value outcomes and experiences by:

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 Japanese and 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
  
  
• Permissions Support
  Manage and process client requests to use IDC content in external materials (e.g. press releases marketing presentations and advertisements) in accordance with IDCs Content Usage Guidelines.
  Verify accuracy sourcing and context for all citations and ensure proper approvals from relevant IDC analysts and research teams.
  Review and approve requests to promote IDC MarketScape documents maintaining consistency with IDCs MarketScape guidelines.
  Support clients and colleagues by providing guidance on appropriate IDC content use and handling custom quote requests.

What You Bring
This is a highly visible fast paced and dynamic position that affords growth potential and plays a core part of IDCs strategy.
What were looking for:

• Ideally 5-7 years experience in customer success academic library environment editing/copy editing or proofreading
• Impressive communication abilities
• Bias for action
• Experience working for or with technology suppliers
• Passion for technology
• Unabashed attitude towards customer relationships
• Ability to work collaboratively in a team environment
• Strong time management and organizational skills
• Ability to be innovative flexible and comfortable with change
• Proficiency in written and spoken Japanese & English. Other language skills are an added advantage.
• A bachelors degree is required preferably in Information Technology Business Library Sciences or Communications

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 1000 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.

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-OB1