The Associate Consultant works within the customer support group to provide telephone-based, email-based and web-based functional and technical support for customers, prospects, partners, demos, internal, field, and other professionals seeking assistance in the use of Korn Ferry products.
The Associate Consultant works with other Korn Ferry Support and Technical support professionals to form a nucleus of highly proficient problem-solvers who are dedicated to delivering the highest quality support with the goal of increasing customersatisfaction.
The Associate Consultant acts as a resource of product knowledge andskill set in the provision of telephone, email, live chat and web-based support. This professional works with others, including customer technical support specialists, technology specialists, quality assurance, and development teams to respondto problems and resolve those problems.
The Associate Consultant must have a background in providingsupport, an attitude that fosters customer satisfaction, a can do frame of mind, and respondwell to all manner of potentially difficult situations. This professional must deal well with people under all types of situations, remembering that thegoal is to solve the problem, while maintaining a positive perspective.
The Associate Consultant must develop, optimize, and maintain advanced Service Cloud and Jira reporting and dashboard solutions to deliver actionable insights, improve operational visibility, and support data‑driven decision‑making across support and other internal teams.
Responsibilities
- Delivery of telephone, email, chat, and Web based support including:
- Providing advice and guidance to clients in order to efficiently resolve their questions and issues; this will include general Korn Ferry product advice, troubleshooting of technical issues and identifying sales opportunities and referring them to the appropriate internal team.
- Improve customer satisfaction throughdelivery of excellent support
- Ability to write technical or functional information and contribute to the FAQ knowledge base
- Maintain level of technical knowledge and Korn Ferry product knowledge
- Identify and document product issues, enhancements, and requests in the appropriate tracking system
- Work cross-functionally with other colleagues/groupsas needed
- Suggest and employ new, creative, and innovative ways to deliver support
- Mentor to other team members
- Proven expertise building Salesforce Service Cloud reports, dashboards, and custom analytics
- Advanced proficiency with Jira reporting, including custom dashboards, filters (JQL), gadgets, and cross project reporting.
- Strong understanding of support operations metrics (e.g., SLA adherence, backlog trends, case aging, CSAT, throughput).
- Use AI to drive efficiencies for reporting
- Participate in the hiring, training, and retaining of other team members as requested
- Other duties as required by manager
EDUCATION, EXPERIENCE, & OTHER QUALIFICATIONS
- Associates or BA degree in technical discipline preferred or equivalent experience
- At least 3 years professional experience in a corporate setting is desired
- Strong background in Service Cloud and Jira reporting, including custom dashboards and performance metrics.
- Ability to design cross‑platform reporting that blends data from Service Cloud, Jira, and other tools.
- Experience with data visualization tools is a plus.
- Excellent customer relationship skills
- Superior analytical and troubleshooting skills
- Must have excellentwritten and oral communication skills in English
- Experience with www browser technology, including Microsoft Edge, Chrome and Firefox
- Familiarity with Windows, MAC, iOS and Android operating systems and browsers a plus
- High level of accuracy and attention to detail, as well as good organization skills
- Building rapport and dealing with a wide range of people in a friendly and professional manner
- Work effectively with cross-functional teams
