Senior Technical Support Analyst, DISCO

• 3+ years experience in a technical support role at a technology company
• 2+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk
• 2+ years experience troubleshooting SaaS based products
• 2+ years experience creating technical documentation

Desirable

• The Sr Technical 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
• The role also involves delivering training sessions and developing written documentation to support new workflows
• 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
• Documentation and Training: The DISCO Desk Specialist is responsible for creating documentation for new workflows and delivering training to onboard new team members
• This ensures that all users have the resources and knowledge needed to effectively navigate and utilize the platform