Customer Care Representative - Level 2

DiliTrust • Wilmington, DE

3d

About The Position

The Customer Care Representative, Level 2 helps DiliTrust customers resolve product and workflow issues and receive clear, timely support when requests require deeper investigation or coordination. The role focuses on moderately complex customer support, management of assigned support tickets, operational health checks, scheduled customer calls, and coordination with internal teams when additional expertise is needed. Customers include corporate legal departments and other stakeholders.

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 troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior.
• Experience supporting business applications, customer workflows, or enterprise SaaS products.
• Ability to collaborate across teams and provide guidance to Level 1 representatives.
• 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 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.

Nice To Haves

• Experience with legal technology or legal billing software.

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 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.
• 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.

Benefits

• Friendly, international work environment.
• Remote policy intended to support 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed