Senior Technical Support Analyst, DISCO

• 3+ years in a technical software support role, ideally supporting SaaS platforms in legal, compliance, or another regulated/high-stakes industry
• Tech-Savvy and curiosity-driven problem solver and customer advocate
• Strong communication skills - verbal and typing
• Proficient with application support ticketing systems
• Strong attention to detail with developed organization skills
• Ability to quickly learn new concepts and teach others

Desirable

• The Senior DISCO Desk Analyst provides expert technical guidance to law firms and corporate legal teams navigating complex Ediscovery workflows on the DISCO platform, troubleshooting issues specific to litigation data and case review
• They provide critical technical input to the engineering team to diagnose and address platform issues and to prioritize product enhancements
• This position's shift is from 12:00 pm - 8:00 pm CDT Monday through Friday, with an in-office requirement on Monday and Tuesday. Onboarding to our tools, workflows, and client base will be M-F 9 am to 5 pm for the first two months
• 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, contacts customers, and provides timely status updates
• De-escalates challenging client interactions and urgently provides 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 point of escalation 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 to drive product improvements on behalf of customers