Order Support Specialist

About the role:

We are a team of highly motivated and talented professionals responsible for supporting Sales after a customer deal has been activated. As part of the Post Deal Order Support (PDOS) team, you will serve as a strategic partner supporting all post‑deal order inquiries, providing end‑to‑end ownership, proactive communication, and high‑quality partnership with Sales and internal stakeholders. This role emphasizes issue resolution, collaboration, and driving a seamless seller and client experience.

What you’ll do: 

End‑to‑End Issue Ownership & Resolution

• Provide specialized support for all post‑deal order inquiries, acting as the primary owner for order corrections and complex scenarios.  

• Ensure timely, accurate, and transparent issue resolution, eliminating unnecessary handoffs and reducing ambiguity.

• Conduct root‑cause analysis, identify trends, and recommend operational improvements

• Take initiative in communicating with Sales by scheduling meetings, reducing email volume, and accelerating case resolution.

• Serve as a subject matter expert (SME) in order workflows, policies, and sales processes to equip Sales with accurate coaching and guidance.

• Partner closely with GRO and RDO teams, Finance+, and other NCVI teams to align on shared goals, KPIs, and process flows.

• Participate in joint training, cross‑functional reviews, and process refinements to increase efficiency and reduce handoffs.

• Maintain accurate documentation and contribute to an evolving knowledge repository.

• Review order packages and agreement documentation for accuracy and compliance before and after booking; ensure alignment with pricing policies, SOX, and contract requirements.

• Ensure that client data flows accurately into all downstream systems, contributing to Gartner’s data integrity and revenue recognition accuracy.

• Reduce escalations by applying a first‑contact resolution mindset and resolving issues before they grow.

• Highlight improvements and solicit seller feedback to continuously refine the PDOS experience.

• Leverage technology and analytics to monitor accuracy and operational efficiency.

What you’ll need:

• Associates degree or equivalent work experience preferred
• 3 or more years of related office experience in one of the following areas: Administrative Sales Support, Finance Operations or Customer Service
• Excellent time management skills and ability to meet tight deadlines
• Excellent verbal and written communication skills, in particular, the ability to convey
• complex requests in a clear, concise, timely fashion; the ability to convey difficult
• messaging; and the proven ability to drive teamwork
• Ability to communicate with a diverse audience at various levels and all countries and cultures within the organization
• Demonstrated ability to effectively use active listening skills to understand Sales’s needs
• Strong initiative with the ability to work in a fast paced, high-pressure environment
• Ability to adapt to a constantly changing environment
• Proven ability to build strong cross-functional partnerships and effectively in complex hybrid business organization
• Consistently high achiever marked by perseverance, humility and a positive outlook in the face of challenges
• Advanced expertise in Microsoft Excel
• CRM (Salesforce based platform) and Oracle experience strongly preferred

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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 business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 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 vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. 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.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

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.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 56,000 USD - 78,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

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:112075

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