DISCO Desk Analyst- India

DISCO; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Open and inclusive environment

Medical and dental insurance

Competitive salary + discretionary bon

Startup growth opportunities

Opportunity to revolutionize the legal

Growth opportunities throughout the公司

Job summary

DISCO provides a cloud-native, AI-powered legal solution that simplifies eDiscovery, document review, and case management for enterprises, law firms, and governments. As a Desk Analyst, you will assist end-users through the discovery process, troubleshoot technical issues, and guide customers to optimally use the DISCO platform.

You will gather log files and coordinate with engineering to resolve problems. You will communicate with clients via phone, chat, and email, de-escalate issues, and help

Qualifications

• 1+ years experience in a technical support role at a technology company.
• Proficient in troubleshooting and problem-solving in technical environment.
• Proficient with IT or application support ticketing systems.
• Strong attention to detail and organization skills.
• Ability to quickly learn new concepts and teach others.

Responsibilities

• Technical Troubleshooting: Diagnoses and troubleshoots issues with data files, client browser/internet, network problems, and web-based applications; gathers log files from client and DISCO backend systems; collaborates with engineering and other teams to resolve problems.
• Client Communication: Analyzes client needs, understands requirements, and delivers professional support via phone, chat and email; de-escalates challenging interactions; guides customers on how to use DISCO effectively.
• Ticket Management: Monitors open tickets, provides timely updates, and triages issues to Engineering and other teams.
• Product Enhancement: Contributes to improvements in documentation and the product; helps define business and technical requirements for department enhancements.
• Service Delivery: Maintains professionalism and high-quality service in all interactions with internal and external stakeholders.

Skills

Technical troubleshooting

Client communication

Ticket management

Product enhancement

Service delivery

Tools

Salesforce

Jira

Asana

Talkdesk

Job description

Your Impact

The 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.

What You'll Do

• Technical Troubleshooting: Utilizes technical skills to diagnose and troubleshoot issues with data files, client's browser and internet connection, network problems, and web-based application. Gathers log files from both client and DISCO backend systems for detailed analysis. Collaborate with engineering, project managers, and other DISCO teams to resolve technical problems and/or client concerns.
• Client Communication: Analyzes client's needs, fully comprehends their requirements, and determines the appropriate course of action. Provides professional, quality service via phone, chat and email support while effectively de-escalating challenging client interactions. Works directly with customers to advise them on how to best leverage DISCO in their daily activities.
• Ticket Management: Proactively monitors open tickets, provides updates to customers on a timely basis, and utilizes ticketing systems to triage issues to Engineering and other teams within DISCO.
• Product Enhancement: Proactively contributes to improvements in documentation and the product, helping to define business and technical requirements for enhancing departme operations.
• Service Delivery: Displays professionalism, quality service, and a "can do" attitude in all interactions with internal members of DISCO as well as external clients and vendors, both in written and verbal communication.

Who You Are

• 1+ years experience in a technical support role at a technology company
• Proficient in troubleshooting and problem-solving in technical environment
• Proficient with IT or application support ticketing systems
• Strong attention to detail and organization skills
• Ability to quickly learn new concepts and teach others

Even Better If You Have...

• 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

Perks of DISCO

• Open, inclusive, and fun environment
• Benefits, including medical and dental insurance
• Competitive salary plus discretionary bonus
• Opportunity to be a part of a startup that is revolutionizing the legal industry
• Growth opportunities throughout the company

About DISCO

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.

Are you ready to help us fulfill our mission to use technology to strengthen the rule of law? Join us!

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.