Senior SaaS Customer Care Specialist (Legal Tech)

DiliTrust; Wilmington (DE); Hybrid; USD 55.000 - 85.000; Vollzeit

Benefits dieser Stelle

Remote policy balance between Onsite/​

Profit sharing bonuses

Luncheon vouchers

Zusammenfassung

DiliTrust is seeking a Customer Care Representative, Level 2 to manage and resolve moderately complex customer issues across our SaaS governance platform. You’ll handle assigned support tickets, perform health checks, and coordinate with Product, Engineering, and Account Management to ensure timely resolution.

Ideal candidates have 3+ years in SaaS support, strong communication skills, and a customer-focused mindset.

Qualifikationen

• 3+ years of experience in SaaS support or similar customer-facing environments.
• Ability to guide Level 1 representatives and provide peer support.
• Experience troubleshooting moderately complex issues involving configurations, data, or integrations.

Aufgaben

• Manage assigned customer-specific support tickets from DiliTrust customers, including corporate legal departments and other stakeholders.
• Prioritize tickets, communicate updates, and move tickets toward resolution or escalation.
• Review impact, urgency, information availability, and investigation history to plan next steps.
• Troubleshoot moderately complex issues involving product workflows, configurations, permissions, data, and integrations.
• Provide clear explanations, workarounds, and next steps to customers and internal teammates.
• Participate in scheduled customer calls for live troubleshooting or escalation support.
• Maintain complete ticket records and communicate next steps to customers and partners.
• Collaborate with Customer Success and cross-functional teams as needed.

Kenntnisse

Customer focus

Communication

Attention to detail

Team collaboration

Problem solving

Experience with SaaS support

Tools

MS Office

Support ticketing systems

Jobbeschreibung

DiliTrust is seeking a Customer Care Representative, Level 2 to manage and resolve moderately complex customer issues across our SaaS governance platform. You’ll handle assigned support tickets, perform health checks, and coordinate with Product, Engineering, and Account Management to ensure timely resolution.

Ideal candidates have 3+ years in SaaS support, strong communication skills, and a customer-focused mindset.