Analyst (VCA)

The main purpose of this role is to deliver a high-quality customer experience across the Korn Ferry online products business. 

The Analyst will be responsible for all aspects of a client virtual learning experience including; creating virtual classrooms, resolving technical and comms / connectivity issues, providing live support for learners and facilitators during virtual events, and ensuring a positive and engaging virtual learning environment;

• Delivering with the administrative elements of the virtual trainings including: Manage the virtual events within Adobe Connect Event Management Module

o Monitor automated emails for participants

• Assist with Client logistic and technology trouble shooting calls when needed
• Calendaring for the virtual studio, virtual trainers and contract producers
• Send training logistical summaries to trainer and producer for each virtual gig – gather completed summaries at the end
• Managing virtual participants requesting CEUs
• Recording and sending completion certificates
• Assist with responding to participant emails during training
• Assist with tracking demand, data gathering, reporting and other analytics
• Produce standard product vILT (virtual instructor-led training) sessions including:
• Work with facilitator to manage breakout rooms, attendee lists, user rights, audio conferencing, and video.
• Maintain and respond to customer complaints, interface bugs, usability issues, and other problems.
• Work with IT and software vendor to resolve any technical issues with the course or its performance
• Support and produce virtual events across international time zones

The Analyst also acts as a resource of Korn Ferry learning product knowledge and works within the customer support group to provide telephone-based, email-based, and web-based functional and technical support for customers, facilitators, instructional design and delivery colleague and other professionals seeking assistance. This professional works with others, including technical support specialists, technology specialists, and 3rd party vendors to respond to problems and resolve those problems. they 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. This includes:

• Answering calls in a timely manner
• Analysing and interpreting client questions to determine the problem and solve it
• Improving customer satisfaction through delivery of excellent support
• Supporting other team members in busy times or absences so that customers are dealt with in a timely manner removing bottlenecks or gaps making the customer the first consideration
• Other duties as assigned