Product Support Specialist

Job 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 Proactively 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 Partner with Change Management team in identifying opportunities for process improvements and contributing to initiatives that elevate client service standards and internal workflows. 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 Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more! Collaborative, team-oriented culture that embraces diversity Professional development and unlimited growth opportunities Who are we? At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world. Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities. Since our founding in 1979, we’ve grown to more than 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here. What makes Gartner a great place to work? Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance. We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients. Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work . What do we offer? Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring. Ready to grow your career with Gartner? Join us. 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 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 . Job Requisition ID:100267 By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence. Gartner Applicant Privacy Link: https://jobs.gartner.com/applicant-privacy-policy For efficient navigation through the application, please only use the back button within the application, not the back arrow within your browser. Show more Show less