Premier Support Specialist

Overview 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 Premier Support Services is a global team primarily responsible for providing Consilio s clients with support via chat and email Their secondary responsibility is to fulfill all account management requests for these clients ie account creations project access and new engagement tasks What You ll Do With a passion for helping others and solving problems you ll be helping clients over chat email and outgoing calls 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 Responsibilities Customer Satisfaction Service Level Agreements SLAs Ensure 15min response follow-up and resolution SLAs are being met Provide the highest level of customer service to further solidify the relationship with Consilio s 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 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 client updated on resolution Awareness of eDiscovery life cycle Qualifications EDUCATION Bachelor s degree or higher any discipline LANGUAGES B2 level proficiency or higher in English 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 The following options are available BANGALORE Sun-Thurs 6am to 3pm IST Tues-Sat 6am to 3pm IST Sun-Thurs 5pm to 2am IST GURGAON Tues-Sat 10pm to 7am IST What We Offer Initial 120 days - working in office schedule of 5 days week from office Post 120 days - working hybrid schedule of at least 3 days week from office Sightline Administrator certification 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 Retirement plan 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 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