Specialist, Project Services Admin
Location
Bangalore | India
Job description
The Project Support Team Specialist will work primarily on answering requests related to PM or client needs that come in through the support queue, emails, chats, and telephone calls. The Project Support Specialist will work on reporting and task-oriented requests at the request of Support Leadership. The Project Support Team Specialist will work to support the project team with little oversight in shifts which span 24/7.
Responsibilities - Monitor and respond to electronic tickets, emails, chats, and calls from internal and external clients for both trouble and task-oriented issues in accordance to published SLAs during assigned shift.
- Provide clearly written documentation and verbal assistance regarding the problem, task, and resolution.
- Provide and work closely with team members for hand-offs and on-going daily/weekly/overnight work.
- Support Project Managers in the completion of repeatable, and slightly more complicated tasks, as required to meet external client requests.
- Pulls, updates, and creates internal and client-facing reports pertaining to processing, hosting and production activities.
- Provides basic support to clients on platforms such as system access, search creation, problem resolution; involves other subject matter experts as necessary.
- Communicate appropriately, clearly, timely, and effectively with clients, outside counsel, project teams, and internal operations.
- Meets internal service level commitments and turnaround times and sets client expectations appropriately.
- Identify recurring issues and raise for appropriate escalation.
Qualifications - Creates and maintains a positive and productive work culture among the PMO and other internal teams.
- Defines and completes personal development training each year with appropriate approval.
- Exercises sound judgment and escalates issues appropriately.
- Strives to continuously develop technical knowledge of processing, hosting, and review tools/platforms.
- Ability to build working relationships internally to coordinate and deliver services to clients.
- Take full ownership for providing outstanding client service.
- Has a firm understanding of the full electronic discovery process and executes PMO best practices.
- Complies with department policies and works within parameters of role.
Minimum Education Requirements: - Paralegal or law degree or equivalent experience/education.
Minimum Experience Requirements: - 0-1 years of progressively responsible experience in related roles.
- Experience in Microsoft office & Analytical capabilities utilizing Excel and Access.
- 24x7 (Night Shifts/weekend shifts).
Other Requirements: - Flexibility in the set scheduled work week (including evenings or weekend hours).
- Project management experience preferred.
- Experience in litigation support / legal industry preferred.
- Experience with Relativity and Boolean searching preferred.
- Demonstrated ability to provide service with client satisfaction.
- The ability to involve subject matter experts or escalate when needed.
- Strong teamwork, communication (written and oral), and interpersonal skills.
- Dependable scheduling, organization, prioritization and planning skills.
- Demonstrates strong written and verbal communication skills.
Consilio's True North Values - Excellence We strive to make every client our advocate
- Passion We DO because we CARE
- Collaboration We win together through teamwork and communication
- Agility We flex, adapt and embrace change
- People We value, respect and invest in our teammates
- Vision We create clarity of purpose and a clear path forward
Consilio, LLC is an 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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