Senior Technical Support Analyst (DISCO Desk)

DISCO•Austin, TX

12d

About The Position

The Senior 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. They provide critical technical input to the engineering team to diagnose and address platform issues and prioritize enhancements to the product.

Requirements

3+ years experience in a technical support role at a technology company
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

Nice To Haves

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

Responsibilities

Displays professionalism, quality service, and a solution-seeking attitude in all interactions with external clients, internal members of DISCO, and vendors.
Communicates clearly and consistently with customers about technical and non-technical topics.
Analyzes client needs, understands their requirements, and determines the appropriate course of action.
Provides phone, chat, and email support, advising clients on leveraging DISCO effectively, troubleshooting data file issues, browser/internet connection problems, network issues, log files, and web based applications.
Proactively monitors open tickets, contact customers, and provide timely status updates.
De-escalates challenging client interactions and works urgently to provide solutions.
Escalates to leadership or other resources when necessary to ensure a positive customer experience and provide the required support and expertise.
Works with engineering, project managers, and other groups within DISCO to resolve technical problems and address client concerns.
Contributes to documentation, day-to-day activities, and product improvements.
Assists junior team members in resolving technical problems and addressing client concerns.
Creates custom reports using internal tools such as Quicksite, Kibana, and Excel.
Serves as the first escalation point within the DISCO Desk for team members.
Performs special assignments and provides technical expertise as directed by management.
Provides feedback and suggestions to the Product team at DISCO for driving product improvement on behalf of customers.