Customer Care Representative - Level 2
Dilitrust · Wilmington, Delaware, United States · hybrid
Responsibilities:
- Manage assigned customer-specific support tickets from DiliTrust customers, including corporate legal departments and other customer stakeholders.
- Prioritize assigned support tickets, communicate updates, and move tickets toward resolution or the appropriate escalation.
- Review customer impact, urgency, available information, and investigation history to determine the appropriate next step.
- Troubleshoot moderately complex issues involving product workflows, configurations, permissions, data, and common integrations.
- Provide clear explanations, workarounds, and next steps to customers and internal teammates.
- Participate in scheduled customer calls when live troubleshooting, follow-up, explanation, or escalation support is helpful.
- Complete assigned customer checklists and operational health checks for key processes and integrations, and identify issues, gaps, delays, or recurring patterns that may require follow-up.
- Maintain complete and accurate ticket records and communicate agreed next steps to customers and internal partners.
- Monitor assigned support tickets for customer impact, response risk, or resolution risk, and communicate concerns early.
- Recognize when a support ticket requires Customer Care leadership, Project Management, Account Management, Product, Engineering, or another internal partner, and escalate with appropriate context.
- Work collaboratively across the Customer Success team to coordinate customer support and follow-up.
- Provide peer guidance and knowledge sharing to Level 1 representatives.
- Contribute to troubleshooting guides, knowledge-base content, and team training materials based on customer needs.
- Participate in team meetings, training, ticket reviews, incident reviews, and continuous-improvement activities.
Qualifications:
- 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 the 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.
Interview process:
- Recruitment screening
- Interview with the Customer Care Manager, hiring manager
- Third interview with the Head of Customer Success
- Final interview with General Manager
What we offer:
- Join a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada, Germany, USA, Mexico, Dubai...);
- Our "Remote Policy" guarantees that you can find the right balance between "Onsite" and "Remote";
- Last but not least, all the day-to-day benefits of the CSE, luncheon vouchers, profit sharing bonuses, weekly sport session organized by TrainMe, etc…