Concierge Support Specialist

Consilio LLC; Oregon; Hybride; USD 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Remote work from home

RRMS certification

Sightline Administrator certification

Brainspace Administrator certification

BlackOut User certification

Health and welfare benefits

Résumé du poste

Consilio LLC is seeking a Relational Concierge Services specialist to support exclusive clients remotely. You will assist with system login, navigation, and task execution by phone and email, and train clients on searches, exports, and advanced features.

This role also handles account creations and project access requests. The ideal candidate has 2–3 years in customer service or tech support, is multilingual, and holds a Bachelor’s degree.

Qualifications

• Bachelor’s degree or higher.
• 2–3 years in customer service, tech support, legal, government, financial or hospitality roles.
• Multilingual in English and German/Mandarin/Cantonese.
• ITAR clearance.
• Experience with Relativity, Everlaw or NUIX is a plus.
• Proficient in Windows and Mac OS.

Responsabilités

• Assist clients by phone and email with login, navigation and task execution.
• Train clients to login, run searches and exports, and use advanced features.
• Process account creations and project access requests.
• Provide clear status updates and escalate when needed.

Connaissances

Customer service

Active listening

Communication

Team player

Flexibility

Patience & empathy

Client advocacy

Problem solving

Digital literacy

Formation

Bachelor’s degree

Outils

Relativity

Everlaw

NUIX

ActiveDirectory

Azure

Microsoft 365

Description du poste

Overview

About the CompanyConsilio 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

Concierge Services is a global team primarily responsible for providing Consilio’s exclusive clients with top-tier support via phone and email. Their secondary responsibility is to fulfill all account management requests for these clients (ie. account creations, project access and new engagement tasks).

SHIFT HOURS - Tuesday to Saturday 2pm to 11pm Eastern

Responsibilities

What You’ll DoWith a passion for helping others and solving problems, you’ll be helping clients over the phone and by email with their questions on how to login to the system, navigate the interface and perform specific tasks.

You’ll 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, you’ll be fulfilling their requests such as account creations and project access requests.

Qualifications

DATA RESTRICTIONS

ITAR clearance.

EDUCATION

Bachelor’s degree or higher (any discipline).

LANGUAGE

Multilingual in English AND at least one of the following: German/Mandarin/Cantonese.

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

Tuesday to Saturday 2pm to 11pm Eastern.

What We Offer

• Ability to work remotely from home.
• 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).
• 410(k)Paid-time off (PTO).
• Employee Appreciation (Bonusly) and Referral Reward Programs.

Consilio’s True North Values

Client Experience

| Listen for the "why". Clearly define success. Be accountable. Go the extra distance to create moments that matter.Collaboration

Collaboration

| Treat everyone with respect. Welcome diverse views. Partner across geography, generations, and teams. Rally around final decisions.

Innovation

| Always be curious (ABC). Challenge the status quo. Experiment and fail forward. Build for the future.

Grit

| Focus on what matters. Work with passion and persistence. Think like an owner. Deliver results you’re proud of.

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.