Concierge Support Specialist

3 months ago

Cape Town, South Africa Consilio LLC Full time

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.

**Job Summary**:
**About the Team**

**What You’ll Do**

**Responsibilities**:
**Provide the highest level of customer service to further solidify the relationship with Consilio’s COBALT customers 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.
- Ensure service level agreements are consistently being met.

**Have a passion for speaking to customers, with expertise in the following areas**:

- Security awareness of caller/user identification and approval polices.
- Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
- Awareness of eDiscovery life cycle.

Qualifications:
**Education**
- Bachelor’s degree or higher (any discipline).

**Languages**

**Multilingual in English AND at least one of the following**:

- Cantonese/French/Mandarin/Spanish/German.

**Aptitude**
- Digital Literacy - ability to find, evaluate and clearly communicate information through multiple mediums.

**Experience**
- Tenure - at least 2-3 years in either customer service or tech support 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 customers of varying technical aptitudes.
- Customer advocate - when collaborating with other teams and keeping customer updated on resolution.

**Logical Thinking Skills**
- Problem Solver - capable of identifying issues and communicating resolution steps clearly.

**Extra Credit for**
- Previous experience in eDiscovery industry.
- Previous experience with eDiscovery systems such as Relativity and Brainspace.
- Previous experience with user access systems such as ActiveDirectory, Azure and Citrix.
- Existing Consilio employees with at least 1 year tenure.

**What Shift You’ll Work**
- OPTION - ROTATIONS - MON-FRI 10pm to 7am / 2pm to 11pm IST

**What We Offer**
- Relativity Review Management Specialist Certification (RRMS)
- 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

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