Concierge Partner

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 is a global team primarily responsible for providing Consilio’s exclusive clients with top-tier support via phone and email. Their secondary responsibility is to fulfill all account management requests for these clients (ie. account creations, project access and new engagement tasks).

• Shift Hours:
  • Sunday - Thursday 
    • 3 PM - 12 AM EST
    • 2 PM - 11 PM CST
    • 12 PM - 9 PM PST

What You’ll Do

With a passion for helping others and solving problems, you’ll be helping clients over the phone and by email with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be training clients on how to login to the system, run searches and exports, as well as use advanced features. When not actively supporting clients, you’ll be fulfilling their requests such as account creations and project access requests.

Who We’re Looking For

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

• EDUCATION
  • Bachelor’s degree or higher (any discipline).
• LANGUAGE
  • Multilingual in English AND at least one of the following: German/Mandarin/Cantonese
• 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 clients of varying technical proficiency.
  • Client advocacy - when collaborating with other teams or when providing the client with status updates.
• LOGICAL THINKING SKILLS
  • Problem Solver – capable of identifying issues and communicating resolution steps clearly.
  • Assessor – can identify scenarios that require escalation to either Concierge Leadership or other teams.
• 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

Sunday to Thursday 3pm to Midnight Eastern / 2pm to 11pm Central / 12pm to 9am Pacific

What We Offer

• Ability to work remotely from home.
• Relativity Review Management Specialist certification (RRMS)
• Sightline Administrator certification.
• Brainspace Administrator certification
• BlackOut User certification
• Health and welfare benefits (including medical, dental, vision, life insurance and EAP).
• 410(k)
• 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