DISA Global Solutions, Inc.

Customer Support

• Respond to client inquiries via phone, email, or chat promptly and professionally.
• Address client concerns, provide information about products or services, and resolve issues.
• Managing client relationships, while developing a thorough understanding of the client’s needs and objectives for background screening of prospective and existing employees.
• Provide ongoing client service at the highest level, always using a friendly professional tone and communication skills.
• Assist clients in managing their accounts, including updating information, processing transactions, and addressing any billing or service-related concerns.
• Identifying and resolving client issues efficiently and escalating complex problems to the appropriate department or supervisor as needed.
• Maintain accurate records of client interactions, transactions, and communications in Salesforce.
• Ensure all client information is up-to-date and accurately reflects their preferences and service history.
• Work closely with other departments, such as sales, Operation, and billing, to ensure seamless client experience.
• Adhere to company policies and procedures, including data protection and confidentiality guidelines. Ensure compliance with industry regulations and standards.

Customer Service Representative

Infrastructure Engineer

• In the role of Senior Cloud Infrastructure Engineer, you will be responsible for planning, executing, and managing system transition to new cloud landing zones as well as supporting existing Azure/AWS environments.
• Participate in an infrastructure team on-call rotation schedule.
• Provide escalation support for outages and major application issues.
• Support DR systems testing and planning for on premise and cloud-based environments.
• Act as a technical resource for business unit related projects and cross company initiatives.
• Analyze existing on-premises infrastructure, network, and applications.
• Collaborate across multiple business units in developing comprehensive migration plans, including timelines, resource allocation, and risk assessments.
• Work closely with IT team colleagues, developers, and stakeholders to understand requirements and address concerns.
• Collaborate in the design and execution of migration strategies, ensuring system integrity and security during the transition from on premise to cloud environments.
• Set up, configure, and support cloud services (e.g., Azure, AWS) based on best practices and security standards.
• Utilize tools and scripts to automate and streamline migration processes.
• Conduct thorough testing of migrated applications, systems, and networks.
• Validate functionality and performance in the new cloud environment.
• Maintain accurate documentation of migration processes, configurations, and changes.
• Report on project progress and provide updates to management.
• Research and analyze cloud patches and maintenance configurations.
• Monitor cloud environments post-migration for performance and security.
• Assist in the development, maintenance, and support of Level 1 and 2 (CloudOps) Support.
• Provide Level 3 (Cloud Engineering) Day to Day support (responding and resolving incidents and problems).
• Mentor junior members on the team.
• Develop agile cloud support services following ITIL ITSM best practices
• Identify opportunities for optimization and cost savings in cloud usage.

Senior Cloud Infrastructure Engineer

Account Manager

• Develop trusted advisor relationships for all assigned clients.
• Provide assigned clients with excellent and prompt customer service via telephone and email.
• Manage client accounts, ensure compliance, and build productive working relationships within client service policies.
• Take lead on major account changes/initiatives and/or conflicts and communicate with appropriate departments.
• Escalate issues that affect customer experience scores immediately.
• Coordinate and collaborate with internal account teams and cross-functional departments to resolve service issues.
• Develop and nurture customer relationships; manage and solve conflicts with root cause analysis and proposed solutions.
• Maintain timely workflow of projects; prioritize requests to solve issues, complete tasks, and serve the client.
• Conduct continuous improvement training and education to maintain expert knowledge for assigned clients.
• Handle all service inquiries within SLA/specific guidelines or regulations for assigned accounts.
• Provide clients with navigation/training in DISA platform(s), handle account updates and ordering supplies or services.
• Anticipate and monitor at-risk accounts; escalate concerns through proper channels.
• Verify daily processing and error corrections to ensure accuracy and timeliness of reporting for assigned accounts.
• Initiate contact with clients or business partners to ensure speedy resolution.
• Provide subject matter expert knowledge related to rules, regulations, laws as applicable.
• Other duties as assigned.

Client Account Representative

Customer Success Manager

• DISA Global Solutions: industry-leading safety and compliance solutions provider serving 55,000 customers.
• Support and manage a designated group of clients to maintain strong relationships and ensure service delivery.
• Serve as primary contact to address inquiries, resolve issues, and ensure quality service delivery.
• Develop and maintain detailed account and project plans outlining objectives, timelines, and progress.
• Grow accounts through upsells and cross-selling; assist with creation and maintenance of basic account documentation.
• Collaborate with internal teams to coordinate client projects and service delivery.
• Track client usage and service performance; identify trends or concerns.
• Participate in regular client meetings and support Quarterly Business Reviews.
• Ensure accurate documentation and tracking of client activities, communications, and follow-ups in CRM.
• Assist with resolving escalated issues by coordinating with billing, operations, customer service, and other departments.
• Maintain understanding of DISA’s services, pricing, and procedures; seek opportunities to improve client satisfaction and processes.
• Support implementation of best practices and perform additional duties as assigned.

Customer Service Representative

Senior Cloud Infrastructure Engineer

Client Account Representative

Account Manager I, Client Success