Senior Customer Support Analyst, DISCO
+ RSUs
More information about location
AI enabled legal technology
Job no longer available
AI enabled legal technology
501-1000 employees
Job no longer available
+ RSUs
More information about location
501-1000 employees
Company mission
To reinvent legal technology to automate and simplify complex and error-prone tasks that distract from practicing law.
Role
Who you are
- Bachelor’s or equivalent experience
- 2+ years experience in a technical support role at a technology company
- 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
- 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
What the job involves
- The Senior Customer Support 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
- Client Communication and Support: 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
- Collaboration and Product Improvement: 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
- Continuous Learning and Improvement: 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
Our take
DISCO is a legaltech leveraging cloud computing and AI to enhance compliance, dispute resolution, and investigations, thereby optimising outcomes for legal teams and their clients. Its suite of tools, including case builders, review platforms, and e-discovery solutions, is designed to minimise errors and better align with established legal practices compared to traditional e-discovery tools.
DISCO was founded in response to the growing need for independent brands to reduce reliance on major tech platforms for their customer acquisition. This initiative comes at a pivotal time as businesses increasingly shift online, driving up the costs associated with acquiring customers through digital channels. Consequently, brands are actively seeking alternative methods to expand their customer base.
DISCO has experienced significant growth as a result of this demand, boasting a clientele of approximately 1,000 firms, including a majority of the prestigious Am Law 200. Funding has positioned the company for further expansion into European and Asian markets. With ongoing refinements to its AI software, DISCO is poised to maintain steady progress in an ever-evolving landscape.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2020
$60m
LATE VC
Jan 2019
$83m
SERIES E
Total funding: $193.8m
Company benefits
- Start-up culture
- Open PTO
- Growth opportunities
- Medical, dental, and vision, 401(k)
Company HQ
Congress Avenue Historic District, Austin, TX
Leadership
Kiwi Camara
(CEO)They studied at Harvard Law School and hold a Ph.D. in Economics from Stanford. Previously a Partner at the law firm Camara & Sibley from 2009-2013.
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