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.

As IDC’s Senior Customer Support Specialist you will be the frontline for IDC's customer experience, helping ensure our valued ICT customers are assisted throughout their IDC journey. You will join a Global team of Customer Success Managers helping to support IDC’s clients’ service deliverables. This is a highly visible, fast paced, and dynamic position that affords growth potential and plays a core part of IDC’s strategy.

Location: Serbia, ideally Belgrade

Type of contract: full-time, unlimited

• Partnering with our clients to deliver high-value outcomes and experiences,
• Analyzing transactional client requests and quickly determining the best way to resolve with the appropriate resources,
• Supporting all IDC customers via real time chat during European office hours (CET time zone),
• 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,
• Comfortable working across teams, business groups and management levels,
• Supporting internal colleagues with account-based research and calendaring needs,
• Participation in internal, on-going learning sessions.

• A bachelor’s degree, preferably in Information Technology, Business, or Library Sciences is an advantage,
• Experience working for or with technology suppliers ideally internationally,
• Ability to work collaboratively in a virtual team environment as well as in an autonomous manner,
• Strong time management and organizational skills, impressive communication abilities, passion for technology,
• A self-starter’s mindset, attention to detail and a problem-focused attitude,
• Proficiency in written and spoken Serbian & English, any other European languages are an advantage.

Perks & benefits

• Competitive salary including a base and a bonus,
• Great work/life balance with a hybrid or remote working set up that includes extra company-wide days off (7 extra days in 2024!),
• A great team to work with an exciting, vibrant and friendly working atmosphere,
• Working internationally with global customers that are major players within ICT,
• IDC is a global knowledge company with a broad range of career challenges and opportunities, and you will become part of a dynamic, international network with a driven and collaborative culture.