Overview
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 IDC's strategy, our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future.
Amplify your career with the world's 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 IDC's 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 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 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 IDC's 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 IDC's 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 IDC's strategy.
What We're 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 bachelor's 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 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.
Equal Opportunity Employer
IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.
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