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Gartner for HR
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Product Support Specialist

Product Support Specialist

Gartner for HR

1 - 6 years

10 - 15 Lacs

Gurugram

Posted:6 days ago| Platform:

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Skills Required

Business process Change management Development Manager Customer service Medical insurance Stakeholder management Product support CRM Recruitment Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the role:

Gartner, Inc. (NYSE: IT) is the worlds 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:

Bachelors 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 youll 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?

What do we offer?

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.

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Product Support Specialist