icims
Premier Support Associate
Consilio LLC
Bengaluru, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered 3 weeks ago
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Free
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Role Overview
The Premier Support Associate is primarily responsible for providing Consilio’s clients with support via incoming chats and email. Hosting client training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s clients (ie. account creations, project access and new engagement tasks).
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.
Key Skills for This Role
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Full Job Posting
Job Summary
The Premier Support Associate is primarily responsible for providing Consilio’s clients with support via incoming chats and email. Hosting client training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s clients (ie. account creations, project access and new engagement tasks).
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.
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