Research Content Specialist, Customer Service, Gartner Research
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- Position: Research Content Specialist
Reports to: Manager, Research Engagement Services
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, we are the valuable partner to clients in over 13,000 distinct organizations. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA.
What we offer:
- General shift job (8.30AM to 5.30PM)
- Monday through Fridays: We generally do not work on weekends.
- Strong expertise in email etiquettes/support is a MUST (for complex processes, escalations, solutions).
- Excellent benefits
- Creative Multicultural and Employee Friendly working environment!
- High performers will be given the opportunity to advance in their careers at Gartner.
Accountable for content knowledge expertise in assigned technology area(s)
Collaborate with internal business partners such as Sales and Research Analyst community to better understand client/prospect/vendor needs.
Stay up to date on assigned core topics, published research and analyst agendas to enhance the ability to service Inquires, Proof of Concepts (POC) and Vendor Briefing (VB) requests.
Responsible for verifying that the client/prospect/vendor requests meet the minimum criteria for service and support in adherence to standard Gartner policies.
Provide the Research Team Manager and/or the analyst with detailed insight in advance of the client/prospect/vendor engagement to ensure they are prepared and set up for success.
Build and maintain strong relationships with Analysts, Sales, Client Partner Group and Vendor/Analyst Relations community to increase effectiveness in the role.
Utilizes Senior RCS and RES Managers as a point of escalation for problematic requests or unknown topical coverage areas
Desired Candidate Profile
- Bachelor degree, Major in Business or IT preferred
3+ years of experience, in a fast-paced customer service environment
Strong research and analytical skills
Willingness to learn, high degree of ambition, and drive
Excellent written and verbal communication skills
Superior time management skills and ability to manage multiple tasks simultaneously and prioritize
Capacity to work as part of a virtual global team
Strong interpersonal and relationship building skills
Ability to problem solve and bring timely resolution to escalation
Process-driven, methodical, detail-oriented, and proficient working with business systems. Ability to manage multiple tasks simultaneously and prioritize workload
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