Product Support Specialist

Description

About the role:

Gartner, Inc. (NYSE: IT) is the world's leading research and advisory company. We advise business leaders in every industry with objective insights to make the right decisions. We are a company of 15,000+ associates who serve clients in over 100 countries worldwide. 

As Product Support Specialist, Service Technology and Innovation team, you will serve as a core part of Service Salesforce Business team working closely with transformation office; Being integral part of business technology change for the 2500-person Global Service & Delivery organization (GS&D), you will be responsible for providing L-1 resolutions to internal business application including CRM platforms.

What you’ll do:

• Be responsible for Level-1 issue resolution for internal business applications including CRM platform; provide front line support to end users and triage the identified issues to relevant stakeholders like Product, Data, and IT

• Resolve end users’ issues by effectively clarifying and analyzing the root cause; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

• Effectively recognize pattern and identify ticket trends; work towards reducing recurrences

• Collaborate with Product team, along with Scrum teams, Data Science, Data Analytics & other stakeholders to improve the end-to-end issue resolution process

• Identify opportunities to simplify, optimize, and automate business process

• Master the product details to help Product Owners and wider Change Management team with right focus areas to improve across product features, communications, and training

• Demonstrate excellent time management, project management, and prioritization skills

What you’ll need: 

• Bachelor's Degree with at least 1+ year experience in client or internal stakeholder support and query management on any CRM tools or internal products (eg : Workday, Salesforce, etc)

• Strong interpersonal, communication, and stakeholder management skill

• client-facing service delivery experience and customer centric nature will be a plus

• Excellent time and project management skills, ability to prioritize based on business impact

• Data intelligence, such as the ability to analyze data trend and resolve difficult problems with speed with keen attention-to-detail.

• Willingness to go above and beyond and think outside-of-the-box to provide highest level of customer service

What you’ll get:

In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:

• Competitive base salary

• Flexible work environment

• A great work cultures

Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to  ApplicantAccommodations@gartner.com .

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