Premier Support Specialist

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 Consilios 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 Youll Do

With a passion for helping others and solving problems, youll 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. Youll 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, youll 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
• Gurgaon - SUN-THURS 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.