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 Services 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 - Tuesday to Saturday 2pm to 11pm Eastern

• 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.

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

  • DATA RESTRICTIONS
    • ITAR clearance.
  • 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
    • At least 2-3 years - in either customer service, tech support, legal, government, financial or hospitality 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, Everlaw and NUIX.
    • Previous experience with user access systems such as ActiveDirectory and Azure.
    • Existing Consilio employees with at least 1 year tenure.

  What Shift You’ll Work

  Tuesday to Saturday 2pm to 11pm Eastern.

  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 

• Client Experience | Listen for the “why”. Clearly define success. Be accountable. Go the extra distance to create moments that matter. 
• Collaboration | Treat everyone with respect. Welcome diverse views. Partner across geography, generations, and teams. Rally around final decisions. 
• Innovation | Always be curious (ABC). Challenge the status quo. Experiment and fail forward. Build for the future. 
• Grit | Focus on what matters. Work with passion and persistence. Think like an owner. Deliver results you’re proud of. 

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. 

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