Concierge Support Specialist

About the Company

Consilio is the global leader in legal consulting and services within the eDiscovery industry. Our worldwide professionals bring their expertise and a commitment to serve to every engagement, partnering with our clients to develop creative solutions for their most pressing challenges.

Job Summary: 

The Concierge Support Specialist’s primary responsibility is to provide Consilio’s COBALT customers with support via phone and email. Hosting customer training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s COBALT customers (ie. account creations, project access and new engagement tasks).

About the Team 

Concierge’s primary responsibility is to provide Consilio’s COBALT customers with top-tier support via phone and email. Hosting customer training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s COBALT customers (ie. account creations, project access and new engagement tasks).

What You’ll Do

With a passion for helping others and solving problems, you’ll be helping customers on the phone and via email with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be hosting customer training sessions on either new user walk throughs or on advanced features such as searching and exports.  When you’re not answering customer questions, you’ll be fulfilling their requests such as account creations and project access requests.

Provide the highest level of customer service to further solidify the relationship with Consilio’s COBALT customers by:

• Assistance with logging into the system, navigating the interface and performing specific tasks.
• Guidance on advanced features such as searching and exporting.
• Troubleshoot and resolve support issues.
• Ensure service level agreements are consistently being met.

Have a passion for speaking to customers, with expertise in the following areas:

• Security awareness of caller/user identification and approval polices.
• Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
• Awareness of eDiscovery life cycle.

The ideal candidate for this position has/is the following:

Education

• Bachelor’s degree or higher (any discipline).

Languages

Multilingual in English AND at least one of the following:

• Cantonese/French/Mandarin/Spanish/German.

Aptitude

• Digital Intelligence – ability to acquire and apply new knowledge related to digital technology.
• Digital Literacy – ability to find, evaluate and clearly communicate information through multiple mediums.

Experience

• Tenure – at least 2-3 years in either customer service or tech support roles.
• Operating Systems – Windows and Mac.
• Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint.

Customer Service Skills

• Strong communicator – both written and verbally.
• Active listener – gains knowledge while engaging with the speaker.
• Team player – capable of working independently or collaboratively with colleagues as situations arise.
• Flexibility – to adapt to regional communication styles.
• Patience & Empathy – when supporting customers of varying technical aptitudes.
• Customer advocate – when collaborating with other teams and keeping customer updated on resolution.

Logical Thinking Skills

• Problem Solver – capable of identifying issues and communicating resolution steps clearly.
• Assessor – can identify scenarios that require escalation to either Supervisor or subject matter experts

Extra Credit for

• Previous experience in eDiscovery industry.
• Previous experience with eDiscovery systems such as Relativity and Brainspace.
• Previous experience with user access systems such as ActiveDirectory, Azure and Citrix.
• Existing Consilio employees with at least 1 year tenure.

What Shift You’ll Work

• OPTION A - ROTATIONS - MON-FRI 4pm to 1am / 9pm to 6am IST
• OPTION B - ROTATIONS - SUN-THURS 4pm to 1am / 9pm to 6am IST
• OPTION C – MON-FRI 11am to 8pm IST
• OPTION D - TUES-SAT 6am to 3pm IST
• OPTION E - SUN-THURS 6am to 3pm IST

What We Offer

• Relativity Review Management Specialist Certification (RRMS)
• Health and welfare benefits (including medical, dental, vision, life insurance and EAP).
• Retirement plan.
• Paid-time off (PTO).
• Employee Appreciation (Bonusly) and Referral Reward Programs.

 Consilio’s True North Values

• Excellence
  We strive to make every client our advocate
• Passion
  We DO because we CARE
• Collaboration
  We win together through teamwork and communication
• Agility
  We flex, adapt and embrace change
• People
  We value, respect and invest in our teammates
• Vision
  We create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.