Premier Support Associate

Overview

Consilio, Inc. is a global leader in the eDiscovery, document review, risk management, legal consulting, and legal development service markets. We believe that our core values, ‘Our True North,’ provide for us a path to building and maintaining a diverse workforce that is inclusive, modern, and successful on an enterprise-wide scale.

It is who we are and what we care most about.

Job Summary:

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

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

Minimum Education Requirements:

• Bachelor’s degree or higher (any discipline).
• Minimum Language Requirements:
• Native speaker or at least B2 level proficiency in English.
• Minimum Experience Requirements:
• At least 2-3 years in either customer service, tech support, legal, government, financial or hospitality roles.
• Previous experience in eDiscovery industry preferred.
• Existing Consilio employees with least 1 year tenure strongly considered.

Customer Service Requirements:

• Demonstrates strong written and verbal communication skills.
• Active listener capable of gaining knowledge while engaging with speaker.
• Team player able to independently or collaboratively with colleagues as situations arise.
• Flexibility and willingness to adapt to regional communication styles.
• Patience and empathy when supporting clients of varying technical aptitudes.
• Client advocate when collaborating with other teams and keeping client updated on resolution.
•  

Logical Thinking Requirements:

• Problem solver capable of identifying issues and communicating resolution steps clearly.
• Ability to identify scenarios that require escalation to either Manager or subject matter experts (SMEs).

Software Requirements:

• Operating Systems – Windows and Mac.
• Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint.
• Previous experience with eDiscovery systems such as Relativity, Everlaw and NUIX preferred.
• Previous experience with user access systems such as ActiveDirectory and Azure preferred.

Certification Requirements:

• Relativity Review Management Specialist Certification (RRMS) or higher preferred.
• For existing Consilio employees, Sightline Certified Administrator (SCA) preferred.

Shift timings - 6am to 3pm IST

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