Technical Support Manager

DISCO

  • Full Time

DISCO Desk Manager

Your Impact

The Manager, DISCO Desk provides day-to-day oversight of this top tier technical group, ensuring high quality engagements with clients. They ensure the team responds in a timely fashion to all client needs, will act as an escalation point and liaison across other groups within Customer Experience, and provide feedback, coaching, and overall professional development for their team.

What You’ll Do

  • Team Management and Client Engagement: Provides day-to-day management and oversight of the desk team, ensuring high-quality engagements with clients through timely, accurate, and client-friendly responses. Acts as an escalation point to resolve client issues in a positive manner and uses knowledge of e-discovery and technical skills to assist the team in addressing client inquiries while delivering exceptional client service. Monitors team utilization, conducts regular 1:1s with team members, and manages departmental documentation and administrative needs.
  • Technical Support and Troubleshooting: Leverages deep understanding of the company platform to ensure exceptional technical troubleshooting and problem resolution for technical issues or work product on billable task requests. Works in partnership with tier 2 support or engineering teams to monitor technical bugs or outages and relay information back to clients in a timely manner.
  • Process Improvement and Collaboration: Conducts regular reviews of team interactions with clients to ensure quality, identify areas for improvement/training, and enhance the delivery of technical support. Works in conjunction with other professional services leaders to improve client satisfaction, create efficient handoffs between teams, and ensure consistent messaging across client interactions. Identifies technical, product, collaboration, or reporting gaps in the client support process and proposes solutions.
  • Reporting and Communication: Analyzes statistics, compiles reports on a regular basis, and presents reports and associated action plans to an executive audience. Displays professionalism, quality service, and a “can do” attitude in written and verbal communication with internal members/departments, external clients, and vendors.

Who You Are

  • 5+ years experience in the e-discovery or technical support
  • 2+ years experience in managing a team, ideally in a client or technical support capacity
  • Passionate about client service and customer satisfaction
  • Ability to build a work culture of mutual trust among your team
  • Exceptional communication skills and demonstrated ability to effectively work through tense or challenging client situations
  • Strong interest in technology with excellent problem-solving skills, with an initiative to learn new software, research technical topics, and craft creative solutions
  • Interest and aptitude for building workflows for delivering high quality and efficient client support, supported by the use of technology. 
  • Process oriented with ability to design, implement and lead changes to increase quality and efficiency of customer interactions
  • Positive stakeholder working with other teams and leaders towards the same goal of positive customer satisfaction

Even Better If You Haveā€¦

  • 1+ years experience working in or supporting e-discovery platforms such as Relativity, Everlaw, Logikcull, Recommind Axcelerate, Catalyst or other similar systems
  • 1+ years experience with Salesforce or JIRA
  • 1+ years experience creating technical documentation

 


Perks of DISCO 

  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, as well as 401(k) 
  • Competitive salary plus RSUs
  • Flexible PTO 
  • Opportunity to be a part of a company that is revolutionizing the legal industry
  • Growth opportunities throughout the company

    #LI-Hybrid

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. 

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.

 

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