Senior Technical Support Analyst – Disco Desk
| Company | Disco |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 3+ years experience in a technical support role at a technology company
- 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
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.
Preferred Qualifications
- 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