[Hiring] Technical Support Specialist @IDC Research Inc.

Role Description

IDC is seeking a Technical Support Specialist to join our global Support Organization, providing technical assistance to primarily external customers, in addition to internal teams. This role focuses on service management and incidence management across IDC platforms.

• Provide front-line technical support for customers, helping troubleshoot access, authentication, and subscription-related issues across IDC platforms.
• Deliver customer orders by provisioning platform access, setting up accounts, configuring subscription entitlements, and secure data delivery in accordance with contractual requirements.
• Support single sign-on integrations, including SAML-based authentication and multi-factor authentication access issues, coordinating with customer identity teams as needed.
• Troubleshoot login, subscription entitlement, and permission issues, owning issues through resolution or escalation as appropriate.
• Partner with internal teams—Sales Operations, Product, Engineering, Security.
• Document procedures, maintain knowledge base content, and contribute to continuous improvement of support processes.

Qualifications

• 2+ years of professional experience in a technical support or IT operations.
• Bachelor's degree or 3+ years of similar experience.
• Demonstrated curiosity and genuine eagerness to learn new technologies and systems.
• Comfort working in ambiguous situations and adapting as priorities shift.
• Strong communication skills, both written and verbal.
• Able to explain concepts clearly.
• Problem-solving mindset with the ability to troubleshoot methodically.
• Willingness to be flexible with schedule.

Benefits

• 15 vacation days (prorated based on start date).
• 12 company-paid holidays.
• 6 paid sick days (prorated based on start date; may vary by state).
• Medical, dental, and vision coverage.
• 2 floating holidays (prorated based on start date).
• 1 volunteer day.
• 401(k) company match (IDC matches 3% on the first 6% of employee contributions).
• Company-paid short-term disability.
• Company-paid life insurance.
• Company-paid parental leave.