Associate Consultant – Customer Support & Technical Solutions

About the role

The Associate Consultant joins Korn Ferry's Customer Support group to deliver high‑quality telephone, email, chat and web assistance to customers, prospects, partners and internal teams. You will act as a product expert, solving technical and functional issues while identifying opportunities to improve service and drive satisfaction.

Key responsibilities

• Provide multi‑channel support (phone, email, live chat, web) for Korn Ferry products, offering guidance, troubleshooting, and escalation as needed.
• Document product issues, enhancements and requests in the tracking system.
• Develop, optimize and maintain advanced Service Cloud and Jira reporting dashboards to deliver actionable insights.
• Analyze support metrics (SLA, case aging, CSAT, throughput) and recommend process improvements.
• Mentor junior team members and contribute to the FAQ knowledge base.
• Participate in hiring, training and retention activities as required.

Required profile

• Background in customer or technical support with a strong customer‑service mindset.
• Ability to handle difficult situations calmly and focus on problem resolution.
• Excellent written communication for creating documentation and knowledge articles.

Required skills

• Salesforce Service Cloud reporting and dashboard creation.
• Jira reporting, including custom dashboards, filters (JQL) and cross‑project views.
• Experience using AI tools to improve reporting efficiency.
• Understanding of support operations metrics such as SLA adherence, case aging and CSAT.