Concierge Partner - Consilio LLC

The Partner is primarily responsible for providing Consilio’s COBALT customers with support via incoming calls and email. Hosting customer training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s COBALT customers (ie. account creations, project access and new engagement tasks). Language Requirements - Multilingual in English AND Mandarin/Cantonese/German.

• Shift Hours:
• Sunday to Thursday:
• 3pm to Midnight Eastern
• 2pm to 11pm Central
• 1pm to 10pm Mountain
• 12pm to 9pm Pacific

• 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 relationship with Consilio’s COBALT customers 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 customers, with expertise in the following areas:
  • Security awareness of caller/user identification and approval polices.
  • Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
  • Awareness of eDiscovery life cycle.

Education Requirements:

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

Language Requirements:  

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

Experience Requirements:  

• At least 2-3 years in either customer service or tech support roles.

• Previous experience in eDiscovery industry preferred.
• Existing Consilio employees of 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 customers of varying technical aptitudes.
• Customer advocate when collaborating with other teams and keeping customer 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 Supervisor or subject matter experts.

Software Requirements:

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

Certification Requirements:

• Relativity Review Management Specialist Certification (RRMS) preferred.
• Sightline Certified Administrator (SCA) preferred.