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Job Description
It is who we are and what we care most about.
Job Summary:
The Premier Support Associate is primarily responsible for providing Consilios clients with support via incoming chats and email. Hosting client training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilios clients (ie. account creations, project access and new engagement tasks).
Responsibilities
- 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 the relationship with Consilios clients 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 clients, with expertise in the following areas:
- Security awareness of caller/user identification and approval polices.
- Client advocacy when collaborating with other teams and keeping the client updated on resolution.
- Awareness of eDiscovery life cycle.
Minimum Education Requirements:
- Bachelors degree or higher (any discipline).
- Minimum Language Requirements:
- Native speaker or at least B2 level proficiency in English.
- Minimum Experience Requirements:
- At least 2-3 years in either customer service, tech support, legal, government, financial or hospitality roles.
- Previous experience in eDiscovery industry preferred.
- Existing Consilio employees with least 1 year tenure strongly considered.
- 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 clients of varying technical aptitudes.
- Client advocate when collaborating with other teams and keeping client updated on resolution.
- Problem solver capable of identifying issues and communicating resolution steps clearly.
- Ability to identify scenarios that require escalation to either Manager or subject matter experts (SMEs).
- Operating Systems – Windows and Mac.
- Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint.
- Previous experience with eDiscovery systems such as Relativity, Everlaw and NUIX preferred.
- Previous experience with user access systems such as ActiveDirectory and Azure preferred.
- Relativity Review Management Specialist Certification (RRMS) or higher preferred.
- For existing Consilio employees, Sightline Certified Administrator (SCA) preferred.
Consilios True North Values
- Excellence We strive to make every client our advocate
- Passion We DO because we CARE
- Collaboration We win together through teamwork and communication
- Agility We flex, adapt and embrace change
- People We value, respect and invest in our teammates
- Vision We create clarity of purpose and a clear path forward
Skills
Customer SatisfactionCustomer ServiceIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Consilio stands as one of the most recognized, well regarded and capable eDiscovery, document review and legal consulting service providers anywhere in the world.
Initially founded in 2002 as First Advantage Litigation Consulting, Consilio was initially focused on providing Forensics Consulting services to multinational corporate clients who were beginning to struggle with the Big Data challenges of electronically stored information (ESI).
With the technology addition from the acquisition of True Data Partners – which built data processing software that had strength in multilingual document processing – Consilio began to expand its footprint into data processing and eDiscovery services. In late 2005, Consilio launched its web-based review technology, Global RPM, and Secure Data Hosting services.
From 2006 to 2010, Consilio created and expanded its operations in Europe and Asia. We established an India-based operations team to enable follow-the-sun support for our increasingly global client base. That period also saw the addition of a more in-depth bench of technical consulting resources that focused on providing eDiscovery services and eDiscovery consulting as well as document review services.
In the early 2010’s, Consilio continued its expansion and investment in Europe and Asia in response to client inquiries and the growth of cross-border litigation. This period also saw Consilio’s introduction of its industry-leading Enhanced Audio Review solution, as well as the introduction of text analytics workflows in the Global RPM review platform. In 2013, First Advantage Litigation Consulting rebranded to Consilio.
In 2015, Consilio separated from parent-company First Advantage, taking on Shamrock Capital Advisors as its principal investor. With the support of Shamrock, Consilio added Backstop LLP, Proven Legal Technologies, the Huron Legal practice of Huron Consulting Group and EQD. The addition of these complementary businesses added additional capability and solutions to Consilio. Backstop Predictive Coding software was added to the technology suite, and a litany of legal consulting services and strong technical skills were added from the Huron Legal, Proven Legal Technologies, and EQD businesses. It also launched the latest iteration of its web-based platform, Sightline.
In 2018, Consilio merged with Advanced Discovery in a transaction powered by new private equity partner, GI Partners. In October of the same year, Consilio also announced and acquired another highly regarding leader in legal consulting and services, DiscoverReady. Both companies expanded Consilio’s geographic footprint, technology innovations, as well as its depth of expertise while offering highly complimentary portfolios of law firm and corporate clients.
In 2021, Consilio completed the announced merger with Xact Data Discovery in a transaction together with private equity partners, Stone Point Capital LLC and by Aquiline Capital Partners LLC. The combined company offers clients expanded geographic reach, strengthened technologies and workflows.
Important dates & deadlines?
Application Deadline
13 Sep 26, 06:38 PM IST
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