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About the Role

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.

Responsibilities

• Provide phone, chat, and email support, advising clients on leveraging DISCO effectively.
• Troubleshoot data file issues, browser/internet connection problems, network issues, log files, and web based applications.
• Proactively monitor open tickets and contact customers for timely status updates.
• De-escalate challenging client interactions and provide urgent solutions.
• Escalate to leadership or other resources when necessary.
• Collaborate with engineering, project managers, and other groups to resolve technical problems and address client concerns.
• Contribute to documentation, day-to-day activities, and product improvements.
• Assist junior team members in resolving technical problems and addressing client concerns.
• Create custom reports using internal tools such as Quicksite, Kibana, and Excel.
• Serve as the first escalation point within the DISCO Desk for team members.
• Perform special assignments and provide technical expertise as directed by management.
• Provide feedback and suggestions to the Product team for product improvement.

Requirements

• 3+ years experience in a technical support role at a technology company
• Proficient with IT or application support ticketing systems
• Strong attention to detail and organization skills
• Ability to quickly learn new concepts and teach others
• Authorization to work in the U.S. without sponsorship now or in the future.

Skills

• Strong communication skills
• Customer service champion

Experience Level

• Senior

Salary/Compensations

• Competitive salary plus RSUs

Benefits

• Medical, dental and vision insurance
• 401(k)
• Flexible PTO

About the Company

• DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments.
• Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters.
• At DISCO, we believe AI is a core enabler of how work gets done.
• All employees are expected to proactively adopt and responsibly use AI tools to drive efficiency, improve outcomes, and continuously evolve how they operate in their role.
• Join us to fulfill our mission to use technology to strengthen the rule of law.

Equal Opportunity

• We are an equal opportunity employer and value diversity.
• We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.