Concierge Partner

About company:

Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal and regulatory industry expertise. Renowned for its expertise in litigation, HSR second requests, internal and regulatory investigations, eDiscovery, document review, information governance, compliance risk assessments, cybersecurity, law department management, and contracts management.

Role Overview:

The Concierge Partner is primarily responsible for providing Consilio's COBALT clients with support via incoming calls and email. Hosting client training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio's COBALT clients (ie. account creations, project access and new engagement tasks).

Customer Satisfaction:

1. Service Level Agreements (SLAs)

• Ensure 15min response, follow-up and resolution SLAs are being met.

2.Provide the highest level of customer service to further solidify the relationship with Consilio's COBALT 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.

3.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 customer updated on resolution.
• Awareness of eDiscovery life cycle.

Education Requirements:

• Bachelor's degree or higher (any discipline).

Language Requirements:  

• Multilingual in English AND at least one of the following: Cantonese/German/Mandarin.
• B2 level proficiency or higher.

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 Requirements:  

• 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 Requirements:

• 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 Requirements:

• 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 6am to 3pm 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.