About the Role
Concierge Partner
Job LocationsUS
Job ID2024-2958
Category
Client Services
Overview
The Partner is primarily responsible for providing Consilios 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 Consilios 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
- Sunday to Thursday:
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 relationship with Consilios 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.
Qualifications
Education Requirements:
- Bachelors 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.