DISCO Desk Analyst- India New

NetVerks Inc.; India; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Open, inclusive, and fun environment

Medical and dental insurance

Competitive salary plus discretionary

Startup growth opportunities

Growth opportunities throughout the

Job summary

DISCO is a cloud-native, AI-powered legal solution provider enabling ediscovery and case management. The DISCO Desk Analyst supports end-users during the legal discovery process, troubleshoots issues, and helps customers use the platform effectively.

You will gather logs, liaise with engineering to diagnose platform problems, and guide customers on how to leverage DISCO in daily activities with professional, proactive service across phone, chat and email.

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: Diagnose and troubleshoot issues with data files, browser, network, and web apps; gather logs for analysis; collaborate with engineering and teams to resolve issues.
• Client Communication: Understand client needs, provide professional service via phone, chat, and email, and de-escalate challenging interactions.
• Ticket Management: Monitor open tickets, provide timely updates, and triage issues to Engineering and other teams.
• Product Enhancement: Contribute to improvements in documentation and the product by defining business and technical requirements.
• Service Delivery: Maintain professionalism, quality service, and effective communication with clients and vendors.

Skills

Technical troubleshooting

Ticketing systems

Attention to detail

Learning quickly

Tools

Salesforce

Jira

Asana

Talkdesk

Job description

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…

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.