Premier Support Associate
On-siteBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaOn-siteFull TimeEntry LevelBachelors DegreeLarge
Full TimeEntry LevelBachelors DegreeLarge
Job Summary
Provide Consilio clients with support via incoming chats and email, hosting training sessions upon request. Fulfill account management requests including account creations, project access, and new engagement tasks. Ensure 15-minute response, follow-up, and resolution SLAs are met by assisting with system navigation, guiding advanced features like searching and exporting, and troubleshooting support issues. Maintain security awareness, advocate for clients when collaborating with teams, and stay updated on the eDiscovery life cycle. Shift timings are 6am to 3pm IST.
Required Qualifications
- Bachelor's degree or higher (any discipline)
- Native speaker or at least B2 level proficiency in English
- At least 2-3 years in either customer service, tech support, legal, government, financial or hospitality roles
- 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
- Shift timings - 6am to 3pm IST
Desired Qualifications
- Previous experience in eDiscovery industry preferred
- Existing Consilio employees with least 1 year tenure strongly considered
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.