Customer Care Representative - Level 2
DiliTrust, a leading software-as-a-service (SaaS) provider specializing in legal and governance products, is seeking a Customer Care Representative - Level 2 to join their Customer Success team in Wilmington, Delaware. This role is integral to ensuring that DiliTrust's clients receive timely and effective support for product and workflow issues, contributing to the company's mission of digitizing legal departments worldwide.
As a Customer Care Representative - Level 2, you will manage assigned support tickets from DiliTrust customers, including corporate legal departments and other stakeholders. Your responsibilities will include troubleshooting moderately complex issues related to product workflows, configurations, permissions, data, and integrations. You will provide clear explanations and workarounds to customers and internal teams, participate in scheduled customer calls for live troubleshooting, and conduct operational health checks to identify and address recurring issues.
The ideal candidate will have at least three years of experience in SaaS support, application support, technical support, client services, or a similar customer-facing environment. Experience with legal technology or legal billing software is a plus. Strong written and verbal communication skills are essential, as is the ability to collaborate across teams and provide guidance to Level 1 representatives. Proficiency with Microsoft Office and support ticketing systems is required.
DiliTrust offers a competitive compensation package, comprehensive medical coverage with 90% of premiums covered by the company from day one, and flexible work arrangements supporting a healthy work-life balance. Employees also receive 15 days of paid time off per year and have access to an onsite gym at the Wilmington office.
Joining DiliTrust means becoming part of a global team dedicated to innovation in the Legal Tech industry. The company has been recognized for providing a positive and entrepreneurial work environment, earning the "Happy at Work" and "Tech at Work" labels every year since 2019. With an annual growth rate of over 40% since 2020, DiliTrust is on a trajectory to become the world's leading Legal Tech company, aiming for a valuation exceeding $1 billion by 2026.