DISCO Desk Analyst

DISCO Desk Analyst

Your Impact

The DISCO Desk Analyst provides assistance to end-users throughout the legal discovery process, troubleshoots technical issues, and guides customers to use the DISCO platform optimally. This role provides critical technical input to the engineering team to diagnose and address platform issues and prioritize enhancements to the product.

What You'll Do

• Technical Troubleshooting: Utilizes technical skills to diagnose and troubleshoot issues with data files, client's browser and internet connection, network problems, and web-based applications. Gathers log files from both client and DISCO backend systems for detailed analysis. Collaborates with engineering, project managers, and other DISCO teams to resolve technical problems and/or client concerns.
• Client Communication: Analyzes client's needs, fully comprehends their requirements, and determines the appropriate course of action. Provides professional, quality service via phone, chat, and email support while effectively de-escalating challenging client interactions. Work directly with customers to advise them on how to best leverage DISCO in their daily activities.
• Ticket Management: Proactively monitors open tickets, provides updates to customers on a timely basis, and utilizes ticketing systems to triage issues to Engineering and other teams within DISCO.
• Product Enhancement: Proactively contributes to improvements in documentation and the product, helping to define business and technical requirements for enhancing department operations.
• Service Delivery: Displays professionalism, quality service, and a "can do" attitude in all interactions with internal members of DISCO as well as external clients and vendors, both in written and verbal communication.

Who You Are

• 1+ years experience in a technical support role at a technology company
• Tech-Savvy Problem Solver
• Strong communication skills 
• Proficient with IT or application support ticketing systems
• Customer service champion
• Strong attention to detail and organization skills
• Ability to quickly learn new concepts and teach others

Even Better If You Have…

• 1+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk
• 1+ years experience troubleshooting SaaS based products
• 1+ years experience creating technical documentation
• 1+ years prior litigation support or consulting experience

Perks of DISCO 

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k) 
• Competitive salary plus RSUs
• Flexible PTO 
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company