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Client Communications ... |
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Client Communications
Desktop Support
Gartner Research
CRM Glossary
Gartner Group /Dataquest
Since 1979, Gartner -formerly
Garner Group, Inc. and Dataquest, Inc - has been helping
IT Professionals make and manage the best decisions for
their business. Today, they are the world's premier
business technology advisor, providing unrivaled
research content and objective insight to a client base
of more than 9,600 organizations around the globe.
Personal Comments
This position
was of great educational
experience. On a daily basis I
was required to read and
understood documents such as
those listed below so that I
could offer the client the
correct solution to their
research request
IT Industry
generalist focusing interests on help desks, Internet
support strategies, & customer service strategies.
Skilled in
designing, developing, and maintaining Multi-Level
technical / customer support help desks & call centers.
Experience in
designing and implementing ACD, UCD, and PBX phone trees
on Rolm, Octel, and NEC phone networks.
Gartner Group Bronze Award
for database development and design
Business Type & Additional
Reading
More About Gartner
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Client
Communications Center - Team Lead
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Gartner Group & Dataquest |
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Title |
Client Communications Center - West Coast Team
Lead |
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Job Type |
Full Time |
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Job Status |
Regular |
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Travel |
0-15% |
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Department |
Research and Analysis Services |
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Location |
Bay Area Research Center
San Jose, CA |
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Country |
USA |
Responsibilities:
- Provide direct line
management of the West Coast and Asia Pacific
Regions Client Communications Support Team.
- Assisted the Knowledge
Specialists Groups and Contact Centers with
particularly complex inquiries and difficult
client situations to ensure the appropriate
analyst is identified and/or appropriate
research is sent to fulfill inquiries.
- Performed as a liaison for
the Research Community,
providing feedback from inquiry analysis,
client
communications and updating the analyst skills
database.
- Assisted the Client
Services Management in the development and
improvement of Client Services guidelines for
the contact center.
- Performed special project
tasks as assigned.
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Assisted the
front line call center agents by escalating
issues to other Client Services Managers,
Client Relationship Analysts, IT Executive
Programs, Executive Briefing Department, All
Analysts (Research & Advisory Services,
Dataquest, Datapro, etc), Research Directors,
Interactive Client Support, Sales Support &
Billing, Sales.
Qualifications
- A Bachelors Degree
(Business, IT) was preferred
- 8 10 years or practical
experience in a management position within
Customer Service with IT industry experience.
- Gartner Experience all
Gartner product lines and departments
- 5+ years IT experience;
must know generally about all coverage areas,
including IT and IT management
- Windows computer skills
- Excellent Customer Service
skills.
- Knowledge of Gartner s
internal workings, processes, and associates.
- Knowledge of all Gartner
Research process and products.
- Managerial skills.
- Multitasking skills.
- Broad knowledge of major
technology areas.
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Answering a simple research request from a client required hours of study
(read, understand, and be able to discuss). Here are some examples of the
research that I would have been responsible for.
[Where did I work
before ] [Where did I work next]
Residential Property Management
Community Manager
PPA
Residential Property Management
Assistant Manager, Leasing
HVA
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Account Manager
Massage Therapy
Clinical Therapist
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Sales Executive
ASP Support
Client Services
Inquiry Center
CRM Specialist
Call Center
Design Engineer
Help Desk
Desktop Support
Call Center
Client Communications
Hospitality Reservations Manager
Sales
Special Orders
Retail
Commercial Ast Manager
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