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For Companies At a Glance
- Tasks: Support clients via chat and email, solving their tech issues and fulfilling account requests.
- Company: Join Consilio, a global leader in legal consulting and eDiscovery services.
- Benefits: Enjoy remote work, health benefits, certifications, and employee appreciation programs.
- Why this job: Be part of a dynamic team that values problem-solving and client support in a collaborative culture.
- Qualifications: Bachelor's degree, strong communication skills, and 2-3 years in customer service or tech support required.
- Other info: Work remotely from Tuesday to Saturday, 1pm to 10pm BST/GMT.
The predicted salary is between 30000 - 42000 £ per year.
Overview
About the Company
Consilio is the global leader in legal consulting and services within the eDiscovery industry. Our worldwide professionals bring their expertise and a commitment to serve to every engagement, partnering with our clients to develop creative solutions for their most pressing challenges.
About the Team
Premier Support Services is a global team primarily responsible for providing Consilio’s clients with support via chat and email. Their secondary responsibility is to fulfill all account management requests for these clients (ie. account creations, project access and new engagement tasks).
Responsibilities
What You’ll Do
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
Who We’re Looking For
The ideal applicant for this position has/is the following:
- EDUCATION
- Bachelor’s degree or higher (any discipline).
- LANGUAGES
- B2 level proficiency or higher in English.
- 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
- 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.
- 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 clients of varying technical proficiency.
- Client advocacy – when collaborating with other teams or when providing the client with status updates.
- LOGICAL THINKING SKILLS
- 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.
- EXTRA CREDIT FOR
- 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.
What Shift You’ll Work
Remote – Tues-Sat 1pm to 10pm BST/GMT
What We Offer
- Working remotely from home.
- Sightline Administrator certification.
- Relativity Review Management Specialist certification (RRMS)
- Sightline Administrator certification.
- 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.
Consilio, LLC isan EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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Premier Support Associate employer: Consilio
Contact Detail:
Consilio Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Premier Support Associate
✨Tip Number 1
Familiarise yourself with eDiscovery systems like Relativity and Everlaw. Even if you haven't used them before, understanding their basic functionalities can give you an edge during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in a tech support context. Practice active listening and problem-solving scenarios to demonstrate your ability to handle client queries effectively.
✨Tip Number 3
Showcase your digital literacy by being prepared to discuss how you've used technology in previous roles. Be ready to explain how you can help clients navigate systems and solve technical issues.
✨Tip Number 4
Network with current or former employees of Consilio. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Premier Support Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, tech support, or any related fields. Emphasise your communication skills and any experience with digital technologies, as these are crucial for the Premier Support Associate role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and problem-solving. Mention specific examples from your past experiences that demonstrate your ability to assist clients effectively, especially in a tech environment.
Highlight Relevant Skills: In your application, clearly outline your digital intelligence and literacy skills. Provide examples of how you've successfully navigated technology and communicated information clearly in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at Consilio
✨Showcase Your Customer Service Skills
As a Premier Support Associate, you'll be interacting with clients regularly. Highlight your previous customer service experience and provide examples of how you've effectively resolved issues or helped clients in the past.
✨Demonstrate Digital Literacy
Familiarise yourself with the digital tools mentioned in the job description, such as Microsoft 365 and eDiscovery systems. Be prepared to discuss your proficiency with these tools and how you've used them in previous roles.
✨Emphasise Problem-Solving Abilities
The role requires strong logical thinking skills. Prepare to discuss specific scenarios where you've identified problems and successfully implemented solutions, showcasing your ability to think critically under pressure.
✨Exhibit Patience and Empathy
Since you'll be supporting clients with varying levels of technical proficiency, it's crucial to demonstrate your patience and empathy during the interview. Share examples of how you've adapted your communication style to meet the needs of different clients.