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.

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. Working hours: Remote - Sunday through Thursday (Fri and Sat off) 11am to 8pm GMT/BST.

• Customer Satisfaction
• Service Level Agreements (SLAs)
• Ensure 15min response, follow-up and resolution SLAs are being met.
• Provide the highest level of customer service to further solidify 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.
• 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.

Education Requirements:

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

Language Requirements:  

• Fluency in English and German or Mandarin required.

Experience Requirements:  

• At least 2-3 years in either customer service or tech support roles.
• Previous experience in eDiscovery industry preferred.
• Existing Consilio employees with at least 1 year tenure strongly considered.

Customer Service Requirements:

• Demonstrates strong written and verbal communication skills.
• Active listener capable of gaining knowledge while engaging with speaker.
• Team player able to independently or collaboratively with colleagues as situations arise.
• Flexibility and willingness to adapt to regional communication styles.
• Patience and empathy when supporting customers of varying technical aptitudes.
• Customer advocate when collaborating with other teams and keeping customer updated on resolution.

Logical Thinking Requirements:

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

 Software Requirements:

• Operating Systems – Windows and Mac.
• Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint.
• Previous experience with eDiscovery systems such as Relativity and Brainspace preferred.
• Previous experience with user access systems such as ActiveDirectory, Azure and Citrix preferred.

 Certification Requirements:

• Relativity Review Management Specialist Certification (RRMS) preferred.
• Sightline Certified Administrator (SCA) preferred.

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.