Client Services Support

Day to Day Responsibilities: A client of Insight Global is looking for a Client Services Support individual to join their team. The Concierge Partner is primarily responsible for providing the company’s clients with support via incoming calls and email. Hosting client training sessions, upon request. Their secondary responsibility is to fulfill all account management requests for clients (ie. account creations, project access and new engagement tasks).

Essential Functions:
• Customer Satisfaction
o Service Level Agreements (SLAs)
 Ensure 15min response, follow-up and resolution SLAs are being met.
o Provide the highest level of customer service to further solidify the relationship with 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.
o Have a passion for speaking to client, 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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Fluent English + at least one required language
o Priority order: Cantonese or Mandarin (top), German (second), French (third)
• 2–3+ years of customer facing support experience
o Call center, technical support, hospitality/concierge, customer service
• Comfort learning technical systems
o Login/MFA support, system navigation, basic troubleshooting
o Windows/mac environment familiarity

Remote in any timezone in US but must be willing to work the following days/hours:
• Tuesday to Saturday 2pm to 11pm Eastern

• Background in:
o eDiscovery
o Legal tech
o IT support
o Hospitality concierge roles

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.