Premier Support Specialist Job in Bengaluru at Consilio LLC

Consilio is hiring for the role of Premier Support Specialist!

Responsibilities of the Candidate:

• 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 Consilio’s 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.

Requirements:

• 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.
• 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.