Premier Support Associate (On-site) – Cape Town.
About the Company
Consilio is a global leader in legal consulting and eDiscovery services. With professionals across the world, the company partners with clients to deliver innovative solutions to complex legal and data-related challenges.
About the Team
The Premier Support Services team operates globally and provides client support mainly through chat and email. The team also manages client accounts by handling tasks such as creating accounts, granting project access, and supporting new engagements.
Key Responsibilities
In this role, you will assist clients via chat, email, and outbound calls by helping them log into the system, navigate the platform, and complete specific tasks. You will train users on running searches, exporting data, and using advanced system features. When not actively assisting clients, you will process account-related requests, including account setup and access management.
Qualifications and Requirements
Experience
1–3 years of experience in customer service, technical support, legal, government, financial, or hospitality environments
Working knowledge of Windows and macOS
Proficiency in Microsoft 365 applications, including Excel, Word, PowerPoint, Visio, and SharePoint
Education
Bachelor’s degree or higher in any field
Language Skills
English proficiency at B2 level or above
Skills and Competencies
Technical and Digital Skills
Strong ability to learn and apply new digital technologies
Effective at locating, evaluating, and communicating information across various platforms
Customer Service Skills
Excellent verbal and written communication skills
Strong listening abilities
Ability to work independently and collaboratively within a team
Adaptable to different regional communication styles
Patient and empathetic when supporting users with varying technical abilities
Strong client advocacy skills when working with internal teams or providing updates
Problem-Solving Skills
Able to identify issues and clearly explain solutions
Capable of recognizing situations that require escalation to leadership or other departments
Additional Advantages
Prior experience in the eDiscovery field
Familiarity with platforms such as Relativity, Everlaw, and NUIX
Experience with access management systems like Active Directory and Azure
Current Consilio employees with at least one year of service
Work Schedule
Sunday to Thursday, 5:00 PM – 2:00 AM SAST, or
Tuesday to Saturday, 5:00 PM – 2:00 AM SAST
Benefits and Perks
Office-based work environment
Professional certifications, including Sightline Administrator, Relativity Review Management Specialist (RRMS), Brainspace Administrator, and BlackOut User
Health and Employee Assistance Program (EAP) benefits
Retirement plan
Paid time off
Employee recognition and referral reward programs
Consilio, LLC is an equal opportunity employer and is committed to providing a workplace free from discrimination.