Client Software Support Representative

DiliTrust • Wilmington, DE

20d

About The Position

The Client Software Support Representative I serves as the first point of contact for customers using the company’s legal operations software. This role is responsible for handling incoming support requests, resolving basic to moderately complex issues, and ensuring timely triage and escalation when needed.This position focuses on delivering responsive, high-quality support while reinforcing customer self-sufficiency through guidance, documentation, and best practices.

Requirements

• Bachelor’s degree or equivalent work experience preferred
• 0–2 years of customer support, help desk, or client-facing experience
• Strong communication skills (written and verbal)
• Customer-focused mindset with a professional and approachable demeanor
• Basic analytical and problem-solving skills
• Strong attention to detail and organizational skills
• Ability to manage multiple tasks in a fast-paced environment
• Proficiency in Microsoft Office

Nice To Haves

• Experience with SaaS platforms or ticketing systems (e.g. Jira) is a plus
• Exposure to legal technology is helpful but not required

Responsibilities

• Respond to incoming support requests via ticketing system (Jira), email, and phone
• Troubleshoot and resolve basic to moderately complex issues related to legal case management and e-billing software
• Accurately log, categorize, and prioritize tickets based on urgency and impact
• Provide clear, step-by-step guidance to customers to promote system usage and self-service
• Identify when issues require escalation and route to appropriate internal teams (Level 2, Product, or Engineering)
• Follow defined troubleshooting workflows, documentation, and knowledge base articles
• Maintain detailed and accurate ticket documentation, including steps taken and resolution
• Meet established SLAs for response and resolution times
• Communicate professionally with corporate legal departments and law firms via email and phone
• Assist with basic data updates, user questions, and system navigation support
• Contribute to internal documentation and knowledge base improvements
• Participate in team meetings, training sessions, and continuous improvement initiatives
• Support additional tasks or projects as assigned

Benefits

• Competitive compensation package
• 401(k) retirement plan
• Comprehensive medical coverage with 90% of premiums covered by the Company from day one
• Flexible work arrangements supporting a healthy work-life balance and Global
• 15 days of paid time off per year, accrued
• Access to an onsite gym at our Wilmington office

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees