Client Services Specialist
4 weeks ago
At Conduent Business Services, we're seeking a highly skilled Client Services Specialist to join our team. As a key member of our e-discovery support team, you will play a critical role in delivering exceptional services to our clients.
Key Responsibilities:- Engage with clients to troubleshoot application and data issues, providing timely and effective solutions.
- Create and manage multiple workspaces across various locations and servers, ensuring seamless operations.
- Provide advanced-level support to attorneys via email and phone, leveraging expertise in Relativity and other Conduent review platforms.
- Generate complex reports using front-end functionality, meeting client requirements.
- Train client attorneys on various review platforms, including Relativity, OmniX, and Viewpoint.
- Tiff/OCR documents in real-time, utilizing EDD tools as needed.
- Understand and execute complex searches, manage search indexes, and create search term reports for clients.
- Run productions with minimal supervision, ensuring high-quality results.
- Act as the primary point of contact for clients, establishing strong business relationships.
- Accurately log time entries on multiple time tracking tools, ensuring compliance.
- Possess working knowledge of RSA tokens and ticketing tools like JIRA, with a preference for hands-on experience.
- Enforce and adhere to client procedures and protocols, maintaining the highest level of quality and timeliness.
- Monitor matter communications, participating in internal discussions to refine standard processes and reporting.
- Escalate high-risk, complex, or problematic issues to Lead/Manager, ensuring prompt resolution.
- Manage complex projects and work requests with consistent accuracy and completeness.
- Assume responsibility for quality and timeliness of all tasks delegated by Client Managers.
- Participate in meetings and conference calls regarding current projects, updates, and projections.
- Knowledge of e-discovery process and at least one of the following tools: Relativity, Viewpoint, or Omnix.
- Graduate holding a bachelor's degree.
- At least 4-5 years of experience working as an active part of an eDiscovery team.
- At least 1-2 years of experience supporting matters in Relativity or Viewpoint platform.
- Strong technical grasp of technology tools and platform intricacies.
- Excellent oral and written communication skills.
- Proven time management skills.
- Flexible work hours, including night shifts, with the ability to perform under pressure and juggle competing priorities.
- End-to-end ownership of client requests, issues, and assignments.
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