Concierge Support Specialist

Consilio LLC • ,

3d • Remote

About The Position

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. 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).

Requirements

• Bachelor’s degree or higher (any discipline).
• Multilingual in English AND at least one of the following: German/Mandarin/Cantonese.
• 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.
• 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.
• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• Training clients on how to login to the system, run searches and exports, as well as use advanced features.
• Fulfilling client requests such as account creations and project access requests.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level