Client Communication and Support: Displays professionalism, quality service, and a solution-seeking attitude in all interactions with external clients, internal members of DISCO, and vendors. Communicates clearly and consistently with customers about technical and non-technical topics. Analyzes client needs, understands their requirements, and determines the appropriate course of action. Provides phone, chat, and email support, advising clients on leveraging DISCO effectively, troubleshooting data file issues, browser/internet connection problems, network issues, log files, and web-based applications. Proactively monitors open tickets, contact customers, and provide timely status updates. De-escalates challenging client interactions and works urgently to provide solutions. Escalates to leadership or other resources when necessary to ensure a positive customer experience and provide the required support and expertise. Collaboration and Product Improvement: Works with engineering, project managers, and other groups within DISCO to resolve technical problems and address client concerns. Contributes to documentation, day-to-day activities, and product improvements. Assists junior team members in resolving technical problems and addressing client concerns. Creates custom reports using internal tools such as Quicksite, Kibana, and Excel. Serves as the first escalation point within the DISCO Desk for team members.

Documentation and Training: The DISCO Desk Specialist is responsible for creating documentation for new workflows and delivering training to onboard new team members. This ensures that all users have the resources and knowledge needed to effectively navigate and utilize the platform. Who You Are 3+ years experience in a technical support role at a technology company 2+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk 2+ years experience troubleshooting SaaS based products  2+ years experience creating technical documentation  Even Better If You Have… Expert Tech-Savvy Problem Solver  Strong communication skills  Ability to support multiple complex request at one time  Customer service champion  Strong attention to detail and organization skills Ability to train others, as well as write basic documentation Perks of DISCO