Premier Support Associate (On-site)

Consilio; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global leader in legal consulting is seeking a client support specialist to assist users with their questions and system navigation. The ideal candidate will have at least 3 years of experience in customer service or tech support and possess strong problem-solving and communication skills. Certifications and training will be provided, and a bachelor's degree is required. This role offers a dynamic office environment in Cape Town.

Benefits

Health and EAP benefits

Retirement plan

Paid-time off (PTO)

Employee Appreciation Programs

Qualifications

• At least 3 years in customer service, tech support, legal, government, financial, or hospitality roles.
• B2 level proficiency or higher in English.
• Ability to identify issues and communicate resolution steps.

Responsibilities

• Help clients with login issues, navigation, and specific tasks over chat and email.
• Train clients to use the system and its features.
• Fulfill client requests such as account creations and project access.

Skills

Customer Service

Digital Intelligence

Strong Communication

Problem Solving

Flexibility

Empathy

Education

Bachelor's degree or higher

Tools

Microsoft 365 (Excel, Word, PPT)

Windows

Mac

Job description

Overview

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 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).

Responsibilities

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.

Qualifications

Who Were Looking For :

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

EXPERIENCE

• At least 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.

EDUCATION

• Bachelors 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.

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 Youll Work

• Sunday to Thursday 6am to 3pm SAST OR
• Tuesday to Saturday 6am to 3pm SAST

What We Offer

• Office working environment.
• Sightline Administrator certification.
• Relativity Review Management Specialist certification (RRMS)
• Sightline Administrator certification.
• Brainspace Administrator certification
• BlackOut User certification
• Health and EAP benefits
• Retirement plan.
• Paid-time off (PTO).
• Employee Appreciation (Bonusly) and Referral Reward Programs.

Consilio LLC isan 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.

Required Experience : IC

Key Skills

Dewatering,Facilities Management,Crystal Report,Infection Control,Instrumentation,Anesthesia

Employment Type : Unclear

Department / Functional Area : Client Services

Experience : years

Vacancy : 1