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Role Description

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

• Bachelor’s degree or higher (any discipline).
• B2 level proficiency or higher in English.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• Working remotely from home.
• Sightline Administrator certification.
• Relativity Review Management Specialist certification (RRMS).
• 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.