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DiliTrust

Customer Care Representative – Level 2

DiliTrust

. Manage assigned customer-specific support tickets from DiliTrust customers, including corporate legal departments and other customer stakeholders .

Posted 10/23/2026full-timeWilmington • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in managing customer support tickets, troubleshooting complex issues, and providing clear communication to customers and internal teams. Proficient in utilizing support ticketing systems and Microsoft Office to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords
SaaS Support ExperienceTroubleshooting Complex IssuesCustomer-Focused MindsetStrong Written And Verbal CommunicationCollaboration Across Teams

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingConfiguration ManagementData ManagementIntegration IssuesWorkflow BehaviorTicket ManagementOperational Health ChecksCustomer ChecklistsLegal TechnologyEnterprise SaaS Products
Soft Skills
Attention To DetailFollow-ThroughGuidance And MentorshipCustomer CommunicationCollaboration
Tools & Technologies
Microsoft OfficeSupport Ticketing Systems
Industry Keywords
Legal Billing SoftwareCustomer SuccessClient ServicesTechnical SupportBusiness Applications

About the role

Key responsibilities & impact
  • Manage assigned customer-specific support tickets from DiliTrust customers, including corporate legal departments and other customer stakeholders
  • Prioritize tickets, communicate updates, and move tickets toward resolution or appropriate escalation
  • Review customer impact, urgency, available information, and investigation history to determine next steps
  • Troubleshoot moderately complex product workflow, configuration, permission, data, and common integration issues
  • Provide explanations, workarounds, and next steps to customers and internal teammates
  • Participate in scheduled customer calls for live troubleshooting, follow-up, explanation, or escalation support
  • Complete customer checklists and operational health checks for key processes and integrations
  • Maintain accurate ticket records and communicate agreed next steps
  • Monitor tickets for customer impact, response risk, or resolution risk
  • Escalate tickets to Customer Care leadership, Project Management, Account Management, Product, Engineering, or other partners when needed
  • Collaborate across the Customer Success team
  • Provide peer guidance and knowledge sharing to Level 1 representatives
  • Contribute to troubleshooting guides, knowledge-base content, and training materials
  • Participate in team meetings, training, ticket reviews, incident reviews, and continuous-improvement activities

Requirements

What you’ll need
  • Experience with legal technology or legal billing software is a plus
  • Ability to collaborate across teams and provide guidance to Level 1 representatives
  • Customer-focused mindset with ability to explain technical or system-related information clearly
  • Strong attention to detail and follow-through in case documentation
  • Ability to assess customer impact, prioritize work, and determine appropriate next steps
  • Proficiency with Microsoft Office and support ticketing systems
  • Strong written and verbal communication skills, including comfort participating in scheduled customer calls
  • Experience troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior
  • Experience supporting business applications, customer workflows, or enterprise SaaS products
  • At least three years of experience in SaaS support, application support, technical support, client services, or a similar customer-facing environment
  • Equivalent experience may be considered

Benefits

Comp & perks
  • Remote Policy allowing a balance between onsite and remote work
  • Day-to-day benefits of the CSE
  • Luncheon vouchers
  • Profit sharing bonuses
  • Weekly sport session organized by TrainMe
  • Friendly, international work environment