Concierge Partner

The Concierge Partner is primarily responsible for providing Consilio’s COBALT clients with support via incoming calls and email. Hosting client training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s COBALT clients (ie. account creations, project access and new engagement tasks).

Customer Satisfaction:

1. Service Level Agreements (SLAs)

• Ensure 15min response, follow-up and resolution SLAs are being met.

2.Provide the highest level of customer service to further solidify the relationship with Consilio’s COBALT clients 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.

3.Have a passion for speaking to clients, with expertise in the following areas:

• Security awareness of caller/user identification and approval polices.
• Client 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:  

• Multilingual in English AND at least one of the following: Cantonese/German/Mandarin/Spanish.

Experience Requirements:  

• At least 2-3 years in either customer service, tech support, legal, government, financial or hospitality roles.

• Previous experience in eDiscovery industry preferred.
• Existing Consilio employees with 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 clients of varying technical aptitudes.
• Client advocate when collaborating with other teams and keeping client 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, Everlaw and NUIX preferred.
• Previous experience with user access systems such as ActiveDirectory and Azure preferred.

Certification Requirements:

• Relativity Review Management Specialist Certification (RRMS) or higher preferred.
• For existing Consilio employees, Sightline Certified Administrator (SCA) preferred.

Shift Hours:

•  OPTION A - Tuesday to Saturday 6am to 3pm IST
•  OPTION B - Sunday to Thursday 6am to 3pm IST

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.