Customer Care Representative - Level 2

DiliTrust•Wilmington, DE

About The Position

The Customer Care Representative, Level 2 provides moderately complex support to DiliTrust customers, helping them resolve product and workflow issues and receive clear, timely assistance when requests require deeper investigation or coordination. The role manages assigned support tickets, performs operational health checks, participates in scheduled customer calls, and coordinates with internal teams when additional expertise is needed. Customers include corporate legal departments and other stakeholders. The role also supports Level 1 representatives through peer guidance and knowledge sharing, and contributes to support documentation, training, and continuous improvement.

Requirements

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.
Experience supporting business applications, customer workflows, or enterprise SaaS products.
Experience troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior.
Ability to assess customer impact, prioritize work, and determine appropriate next steps.
Strong written and verbal communication skills, including comfort participating in scheduled customer calls.
Customer-focused mindset and ability to explain technical or system-related information clearly.
Strong attention to detail and follow-through in case documentation.
Ability to collaborate across teams and provide guidance to Level 1 representatives.
Proficiency with Microsoft Office and support ticketing systems.

Nice To Haves

Experience with legal technology or legal billing software.

Responsibilities

Manage customer-specific support tickets for DiliTrust customers, including corporate legal departments and other stakeholders.
Prioritize tickets, communicate updates, and advance them toward resolution or appropriate escalation.
Assess customer impact, urgency, available information, and investigation history to determine next steps.
Troubleshoot moderately complex issues involving product workflows, configurations, permissions, data, and common integrations.
Provide customers and internal teammates with clear explanations, workarounds, and next steps.
Participate in scheduled customer calls for live troubleshooting, follow-up, explanations, or escalation support.
Complete assigned customer checklists and operational health checks for key processes and integrations; identify issues, gaps, delays, or recurring patterns requiring follow-up.
Maintain complete and accurate ticket records and communicate agreed next steps to customers and internal partners.
Monitor assigned tickets for customer impact, response risk, or resolution risk, and communicate concerns early.
Recognize when tickets require assistance from Customer Care leadership, Project Management, Account Management, Product, Engineering, or another internal partner, and escalate with appropriate context.
Collaborate 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.