Technical Support Associate

| Austin
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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. 

What You'll Do
  • Use your technical skills to diagnose and troubleshoot data file issues, the client's browser and internet connection, network problems, and web based applications
  • Analyze the client’s needs, fully understand their requirements, and determine the appropriate course of action
  • Gather log files from client and DISCO backend systems
  • Proactively monitor open tickets, contact customers, and provide updates on a timely basis
  • Utilize ticketing systems to triage issues to Engineering and other teams within DISCO
  • Provide phone, chat, and email support
  • De-escalate challenging client interactions and work with urgency to provide solutions
  • Work with engineering, project managers and other groups within DISCO to resolve technical problems and/or client concerns
  • Work directly with customers advising them on how to best leverage DISCO in their day to day activities
  • 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 team members of DISCO as well as external clients and vendors via written and verbal communication
Who You Are
  • 2+ years experience in a technical support role at a technology company
  • Prior experience working from a ticketing system
  • Strong interest in technology with excellent problem-solving skills, with an initiative to research and craft creative technical solutions
  • Strong communication skills (written and verbal) in order to interact effectively with coworkers and clients 
  • Ability to communicate effectively to both technical and non-technical users
  • Passionate about providing a great customer experience and helping users
  • Strong attention to detail, prioritization, and organization skills
  • Ability to empathize with and advocate for our customers
  • Ability to quickly learn new concepts and teach others
  • Able to work the following shift; M-F 9am – 5pm
Even Better If You Have...
  • Experience with any of the following; Salesforce, Jira, Asana, Talkdesk
  • BS in Technology or Business fields; or related field
  • eDiscovery data processing experience, litigation support, or consulting experience
  • Experience creating technical documentation
Why Technical Support at DISCO
  • Work at an exciting Software-as-a-Service (SaaS) startup that is rapidly growing and that is a disrupter in the legal space
  • Professional growth opportunities and opportunities for advancement
  • We use the latest customer service systems and workplace collaboration tools
  • Many high-profile clients offer a rewarding challenge for people who love to make clients happy
About DISCO

DISCO is a recognized leader in legal technology. Founded in 2012, DISCO’s mission is to create great technology to modernize the practice of law. Our solutions apply artificial intelligence and cloud computing to help lawyers and legal teams improve legal outcomes for their clients. Corporate legal departments, law firms, and government agencies around the world use DISCO for ediscovery, case management, compliance, disputes, and investigations. 

 DISCO has raised more than $135 million in venture capital and is using this investment to apply our unique combination of world-class engineering and deep legal expertise to build products that will transform the practice of law. We have an office in London and continue to  expand our presence outside the United States.

Are you ready to revolutionize the practice of law? Join us!

Perks of DISCO
  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, as well as 401(k)
  • Competitive salary plus stock options
  • Flexible PTO 
  • Free catered lunches every day, as well as free snacks and beverages* 
  • Opportunity to be a part of a company that is revolutionizing the legal industry
  • Growth opportunities throughout the company

 *when we return to the office, post-COVID19 

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.

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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

We're located in Westlake, off loop 360. Our office is near rolling hills and we have a great office balcony where we can work and enjoy the view.

An Insider's view of DISCO

What are some social events your company does?

I'm part of an employee group called the DISCO Ambassadors. We represent employees’ voices, interests, and opinions and help them connect, especially as we are growing quickly. We have happy hours, executive Q&As, yoga classes, sports teams, and are working on more to encourage cross-functional collaboration and drive our company culture.

Zach

Manager, Sales Development

How do you make yourself accessible to the rest of the team?

I put real effort into staying close to my team. When I joined DISCO, I scheduled meetings with each team member and I meet with each new hire class. They know I have an open door policy and will support their growth at DISCO. I do weekly standups to share recognition and updates, as well as hold quarterly focus groups to gauge how we are doing.

Tim

VP, Lead Generation and Inside Sales

What’s the vibe like in the office?

Our Product Delivery team is made up of people who are very smart and passionate about their craft, whether it's software engineering, product management, or design. These folks come into the office energized by the challenge of solving hard problems. They love what they do in our open and collaborative space where they make amazing software.

Ariel

Engineering Office Manager

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
Intracompany committees
Daily stand up
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.
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
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.
Generous Parental Leave
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
Generous PTO
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.
Recreational Clubs
Seasonal sports/fitness groups like kickball, with yoga at the office year-round
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
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