Concierge Support Specialist

at  Consilio LLC

JOB SUMMARY:

The Concierge Support Specialist’s primary responsibility is to provide Consilio’s COBALT customers with support via phone and email. Hosting customer training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for Consilio’s COBALT customers (ie. account creations, project access and new engagement tasks).

EDUCATION

• Bachelor’s degree or higher (any discipline).

EXPERIENCE

• Tenure – at least 2-3 years in either customer service or tech support 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 customers of varying technical aptitudes.
• Customer advocate – when collaborating with other teams and keeping customer updated on resolution.

LOGICAL THINKING SKILLS

• Problem Solver – capable of identifying issues and communicating resolution steps clearly.
• Assessor – can identify scenarios that require escalation to either Supervisor or subject matter experts

With a passion for helping others and solving problems, you’ll be helping customers on the phone and via email with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be hosting customer training sessions on either new user walk throughs or on advanced features such as searching and exports. When you’re not answering customer questions, you’ll be fulfilling their requests such as account creations and project access requests.
Responsibilities: