Job Description

The Concierge Support Specialist s primary responsibility is to provide Consilio s COBALT customers with support via phone 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) What You ll Do With a passion for helping others and solving problems, you ll be helping customers on the phone and via email with their questions on how to login to the system, navigate the interface and perform specific tasks You ll be hosting customer training sessions on either new user walk throughs or on advanced features such as searching and exports When you re not answering customer questions, you ll be fulfilling their requests such as account creations and project access requests Responsibilities Provide the highest level of customer service to further solidify the 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. Ensure service level agreements are consistently being met. 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. Qualifications The ideal candidate for this position has/is the following: Education Bachelor s degree or higher (any discipline). Languages Multilingual in English AND at least one of the following: Cantonese/French/Mandarin. 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 Tenure - at least 2-3 years in either customer service or tech support 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 customers of varying technical aptitudes. Customer advocate - when collaborating with other teams and keeping customer updated on resolution. Logical Thinking Skills Problem Solver - capable of identifying issues and communicating resolution steps clearly. Assessor - can identify scenarios that require escalation to either Supervisor or subject matter experts Extra Credit for Previous experience in eDiscovery industry. Previous experience with eDiscovery systems such as Relativity and Brainspace. Previous experience with user access systems such as ActiveDirectory, Azure and Citrix. Existing Consilio employees with at least 1 year tenure.

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