Senior Consultant, Global Support

OPPORTUNITY TO ENHANCE YOUR CAREER - Its about exceeding your potential.

The Senior 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 Senior 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 customer satisfaction.

The Senior Consultant acts as a resource of product knowledge and skill 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 respond to problems and resolve those problems.

The Senior Consultant must have a background in providing support, an attitude that fosters customer satisfaction, a "can do" frame of mind, and respond well to all manner of potentially difficult situations. This professional must deal well with people under all types of situations, remembering that the goal is to "solve the problem," while maintaining a positive perspective.

KEY 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 through delivery 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/groups as needed
• Suggest and employ new, creative, and innovative ways to deliver support
• Mentor to other team members
• Participate in the hiring, training, and retaining of other team members as requested
• Helping the manager to oversee the team
• Other duties as required by manager

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

• At least 4 years professional experience in a corporate setting is desired
• Business Support/ Customer Service experience for web-based applications highly desired
• Phone support experience highly desired
• Experience using a customer case tracking system highly desired
• Excellent customer relationship skills
• Superior analytical and troubleshooting skills
• Must have excellent written 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
• Desired experience with Workday modules (Human Capital Management, Recruiting, Talent Management) to assist clients with system configurations

EDUCATION

• Associates or BA degree in technical discipline or equivalent experience

Information :

• Company : Korn Ferry Executive Search - US
• Position : Senior Consultant, Global Support
• Location : United, PA
• Country : US