DISCO Desk Analyst- India

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