Concierge Support Specialist

Consilio LLC • ,

1d • Remote

About The Position

The Concierge Support Specialist provides top-tier phone and email support to Consilio’s exclusive clients. The role helps clients log in to and navigate the system, perform specific tasks, run searches and exports, and use advanced features. The specialist also fulfills account-management requests, including account creation, project access, and new-engagement tasks. The position is remote and works Tuesday through Saturday, 2 p.m. to 11 p.m. Eastern.

Requirements

• ITAR clearance.
• Bachelor’s degree or higher in any discipline.
• Multilingual in English and at least one of German, Mandarin, or Cantonese.
• At least 2–3 years of experience in customer service, technical support, legal, government, financial, or hospitality roles.
• Experience with Windows and Mac operating systems.
• Experience with Microsoft 365, including Excel, Word, PowerPoint, Visio, and SharePoint.
• Strong written and verbal communication skills.
• Active listening skills.
• Ability to work independently and collaboratively with colleagues.
• Flexibility to adapt to regional communication styles.
• Patience and empathy when supporting clients with varying levels of technical proficiency.
• Ability to advocate for clients when collaborating with other teams or providing status updates.
• Problem-solving ability and skill in communicating resolution steps clearly.
• Ability to assess when issues should be escalated.
• 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.

Nice To Haves

• Previous experience in the 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 one year of tenure.

Responsibilities

• Support clients by phone and email with questions about logging in, navigating the system, and performing tasks.
• Train clients to log in, run searches and exports, and use advanced features.
• Fulfill account-management requests, including account creations and project access requests.
• Identify issues and clearly communicate resolution steps.
• Recognize situations that require escalation to Concierge Leadership or other teams.
• Collaborate with other teams and provide clients with status updates.

Benefits

• 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.
• Paid time off (PTO).
• Employee Appreciation (Bonusly) and Referral Reward Programs.

What This Job Offers

• Job Type: Full-time