Premier Technical Support Associate (On-site)

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

Job summary

A global legal consulting firm is seeking a Customer Support Specialist based in Cape Town. The ideal candidate will have over 3 years of experience in customer service or tech support, strong communication skills, and be comfortable with both Windows and Mac operating systems. Responsibilities include assisting clients with system navigation and fulfilling account management requests. Competitive benefits including certifications and a retirement plan are offered.

Benefits

Health and welfare benefits

Retirement plan

Paid-time off (PTO)

Qualifications

• At least 3 years of experience in customer service or related fields.
• B2 level proficiency or higher in English.
• Ability to adapt to various communication styles.

Responsibilities

• Assist clients with system login and usage.
• Fulfill account creation and project access requests.
• Provide training on system features and navigation.

Skills

Customer service

Technical Support

Communication Skills

Problem-Solving

Education

Bachelor's degree

Tools

Microsoft 365

Windows

Mac OS

Job description

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

Premier Support Services is a global team primarily responsible for providing Consilio’s 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 You’ll Do

With a passion for helping others and solving problems, you’ll 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. 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

Who We’re 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

• Bachelor’s 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 You’ll Work

• Sunday to Thursday 6am to 3pm SASTOR
• 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 welfare benefits (including medical, dental, vision, life insurance and EAP).
• 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.