Customer Care Representative - Level 2

Your role :

• The role focuses on moderately complex customer support, assigned support ticket management, operational health checks, scheduled customer calls, and coordination with internal teams when additional expertise is needed.
• The core purpose of the Customer Care Representative, Level 2 is to help DiliTrust customers resolve product and workflow issues and receive clear, timely support when a request requires deeper investigation or coordination.
• 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 the 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 .
• Work collaboratively 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.

Responsibilities :

• Prioritize assigned support tickets, communicate updates, and move tickets toward resolution or the appropriate escalation.
• Recognize when a support ticket requires Customer Care leadership, Project Management, Account Management, Product, Engineering, or another internal partner, and escalate with appropriate context.
• Contribute to troubleshooting guides, knowledge-base content, and team training materials based on customer needs.

Qualifications :

• Experience with legal technology or legal billing software is a plus.
• Ability to collaborate across teams and provide guidance to Level 1 representatives.
• Customer-focused mindset with the 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.
• Experience troubleshooting moderately complex issues involving configurations, permissions, data, integrations, or workflow behavior.
• Experience supporting business applications, customer workflows, or enterprise SaaS products.
• 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.

Interview process :

What we offer :

• Join a fast-growing company in a friendly, international environment (offices in France, Italy, Spain, Canada, Germany, USA, Mexico, Dubai...);
• Our "Remote Policy" guarantees that you can find the right balance between "Onsite" and "Remote";
• Last but not least, all the day-to-day benefits of the CSE, luncheon vouchers, profit sharing bonuses, weekly sport session organized by TrainMe, etc...