Concierge Partner (on-site)

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.

About the Team:

Concierge 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 (i.e., account creations, project access, and new engagement tasks).

Responsibilities

What You’ll Do:

With 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.

What Shift You’ll Work:

• Tuesday to Saturday 4pm - 1am (16h00 - 01h00) SAST

Qualifications

The ideal applicant for this position has/is the following:

EDUCATION:

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

LANGUAGE:

• Multilingual in English AND at least one of the following: French / Spanish / 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 the eDiscovery industry.
• Previous experience with eDiscovery systems such as Relativity, Everlaw, and NUIX.
• Previous experience with user access systems such as Active Directory and Azure.
• Existing Consilio employees with at least 1 year tenure.

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.