Technical Support Associate

| Austin
Technical Support Associate
 
Job Description
DISCO’s growing services team is seeking a customer-focused Technical Support Associate. In this role, you will provide assistance to end users throughout the legal discovery process, troubleshoot technical issues, and guide customers to use the DISCO platform optimally. You will also provide critical technical input to the Engineering team to diagnose and address platform issues and prioritize enhancements to the product.
The ideal candidate will have a passion for solving problems and creating highly satisfied customers. The role requires excellent technical skills in order to understand and address data file issues, identify and navigate network problems, and diagnose issues. The role also requires the ability to communicate effectively to both technical and non-technical users.
Responsibilities
  • Work directly with customers advising them on how to best leverage DISCO in their day to day activities
  • Analyze client’s needs, fully understand their requirements and determine the appropriate course of action
  • Proactively monitor open tickets, contact customers and provide updates on a timely basis
  • Work with engineering, project managers and other groups within DISCO to resolve technical problems and/or client concerns
  • Proactively contribute to improvements in documentation and our product
  • Help define business and technical requirements for improving the day to day activities of the department
  • Display professionalism, quality service and a “can do” attitude to internal members/departments of DISCO as well as external clients and vendors via written and verbal communication
Requirements
  • Strong interest in technology with excellent problem-solving skills, with initiative to research and craft creative technical solutions
  • Strong presentation and communication skills (written and verbal) in order to interact effectively with coworkers and clients
  • Attention to detail, strong organization and client-service orientation skills
  • Ability to empathize with and advocate for our customers
  • Ability to quickly learn new concepts and teach others
  • BS in Technology or Business fields; or significant ediscovery data processing experience in lieu of degree
  • Prior litigation support or consulting experience a plus
Perks of DISCO
  • Work at an exciting and rapidly growing Software-as-a-Service (SaaS) company with a unique platform in the Legal industry
  • We use the latest customer service systems and workplace collaboration tools
  • Open, inclusive, and fun environment
  • Many high-profile clients offer a rewarding challenge for people who love to make clients happy
  • Opportunity to be a part of a start-up culture – fastest growing company in it’s space
  • Benefits, including medical and dental insurance, 401K
Disco is an Equal Employment Opportunity Employer. Disco will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Job Type: Full-time
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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • TorchFrameworks
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

3700 N. Capital of Texas Hwy., Austin, TX 78746

What are DISCO Perks + Benefits

DISCO Benefits Overview

DISCO knows its employees and their embrace of the inventor's spirit is the secret of our success. Our focus is keeping DISCO a great place to work, which includes providing benefits and perks that help our employees live up to their potential.

Culture
Volunteer in local community
DISCO Cares was born out of Hurricane Harvey rescue and rebuild efforts. It's driven by our employees and supported by our leadership. We donate time, money, and technology to local charities.
Partners with Nonprofits
DISCO Cares works with Explore Austin on mentors and needed equipment. We also partner with the Capital Area Food Bank, the Salvation Army, and others in our local communities.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DISCO employees who have elected to have an FSA can contribute up to $2650 annually.
Disability Insurance
Dental Benefits
Our dental plan has a $0 premium for the employee, with a reasonable monthly premium up for additional family members.
Vision Benefits
Our vision plan has a $10 copay for annual well vision exams and an $180 allowance for glasses and $150 allowance for contact lenses.
Health Insurance Benefits
DISCO offers a variety of health insurance plans. Our high deductible plans cover 100% of the employee's premium with an HSA and we also provide PPO/FSA plans.
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
DISCO offers a dependent care FSA where employees can contribute up to $5000 tax-free dollars towards child or elder care.
Flexible Work Schedule
DISCO provides employees with a work schedule that includes flexible start and end times.
Remote Work Program
Our remote work program includes full-time work from home for positions like our Regional Sales Executives and work remotely on occasion as needed.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
DISCO offers pre-tax commuter benefits for employees where transit and parking are relevant costs.
Free Daily Meals
Austin employees get free lunch on Monday-Friday.
Stocked Kitchen
DISCO has a well-stocked kitchen including healthy snacks, sodas, coffee, cold brew, and Topo Chico.
Some Meals Provided
Austin employees get free lunch on Monday-Friday.
Parking
We offer employees free on-site garage parking.
Professional Development Benefits
Cross functional training encouraged
Promote from within
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