Customer Support Representative 1
DiliTrust, Wilmington, NC, United States
Ready to be part of the Legal Tech revolution?
Vision
As a leading software-as-a-service (SaaS) provider, Dilitrust is a global company dedicated to offering an integrated suite of legal and governance products. Our vision is to digitize legal departments worldwide. With an annual growth rate of over 40% since 2020, our ambition is to become the world's leading Legal Tech company, aiming for a valuation exceeding $1 billion by 2026.
Our Impact From generating General Meeting reports to leveraging AI-assisted contract lifecycle management, our teams in our 8 offices across France, the US, Mexico, MEA, Germany, Spain, Italy, and Canada are the driving force behind our global success. We proudly support 2,400 customers in 64 countries, with 80% of our clientele comprising listed companies in major markets such as Europe, North America, and the Middle East.
Our Recognition Dilitrust has been at fore front of Legal Tech innovation, being the first Legal Tech with AI features since 2022. The company is renowned for providing a positive and entrepreneurial work environment. We are honored to have received the "Happy at Work" and “Tech at Work” labels every year since 2019.
Position Overview The Client Software Support Representative I serves as the first point of contact for customers using the company’s legal operations software. This role is responsible for handling incoming support requests, resolving basic to moderately complex issues, and ensuring timely triage and escalation when needed. This position focuses on delivering responsive, high-quality support while reinforcing customer self-sufficiency through guidance, documentation, and best practices.
Principal Duties & Responsibilities
Respond to incoming support requests via ticketing system (Jira), email, and phone
Troubleshoot and resolve basic to moderately complex issues related to legal case management and e-billing software
Accurately log, categorize, and prioritize tickets based on urgency and impact
Provide clear, step-by-step guidance to customers to promote system usage and self-service
Identify when issues require escalation and route to appropriate internal teams (Level 2, Product, or Engineering)
Follow defined troubleshooting workflows, documentation, and knowledge base articles
Maintain detailed and accurate ticket documentation, including steps taken and resolution
Meet established SLAs for response and resolution times
Communicate professionally with corporate legal departments and law firms via email and phone
Assist with basic data updates, user questions, and system navigation support
Contribute to internal documentation and knowledge base improvements
Participate in team meetings, training sessions, and continuous improvement initiatives
Support additional tasks or projects as assigned
Qualifications & Skills Education and Experience
Bachelor’s degree or equivalent work experience preferred
0–2 years of customer support, help desk, or client-facing experience
Experience with SaaS platforms or ticketing systems (e.g., Jira) is a plus
Exposure to legal technology is helpful but not required
Skills & Competencies
Strong communication skills (written and verbal)
Customer-focused mindset with a professional and approachable demeanor
Basic analytical and problem-solving skills
Strong attention to detail and organizational skills
Ability to manage multiple tasks in a fast-paced environment
Proficiency in Microsoft Office
Benefits
Competitive compensation package
401(k) retirement plan
Comprehensive medical coverage with 90% of premiums covered by the Company from day one
Flexible work arrangements supporting a healthy work-life balance and Global
15 days of paid time off per year, accrued
Access to an onsite gym at our Wilmington office
Recruitment Process
Interview with Talent Acquisition Team (30 mins)
Interview the Client Software Support Manager (45 mins)
Interview with the Head of Customer Success (45 mins)
Nothing in this job description or any related document alters the at-will nature of the employment relationship. Employment may be terminated by either the employee or the company at any time, with or without cause or notice.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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Our Impact From generating General Meeting reports to leveraging AI-assisted contract lifecycle management, our teams in our 8 offices across France, the US, Mexico, MEA, Germany, Spain, Italy, and Canada are the driving force behind our global success. We proudly support 2,400 customers in 64 countries, with 80% of our clientele comprising listed companies in major markets such as Europe, North America, and the Middle East.
Our Recognition Dilitrust has been at fore front of Legal Tech innovation, being the first Legal Tech with AI features since 2022. The company is renowned for providing a positive and entrepreneurial work environment. We are honored to have received the "Happy at Work" and “Tech at Work” labels every year since 2019.
Position Overview The Client Software Support Representative I serves as the first point of contact for customers using the company’s legal operations software. This role is responsible for handling incoming support requests, resolving basic to moderately complex issues, and ensuring timely triage and escalation when needed. This position focuses on delivering responsive, high-quality support while reinforcing customer self-sufficiency through guidance, documentation, and best practices.
Principal Duties & Responsibilities
Respond to incoming support requests via ticketing system (Jira), email, and phone
Troubleshoot and resolve basic to moderately complex issues related to legal case management and e-billing software
Accurately log, categorize, and prioritize tickets based on urgency and impact
Provide clear, step-by-step guidance to customers to promote system usage and self-service
Identify when issues require escalation and route to appropriate internal teams (Level 2, Product, or Engineering)
Follow defined troubleshooting workflows, documentation, and knowledge base articles
Maintain detailed and accurate ticket documentation, including steps taken and resolution
Meet established SLAs for response and resolution times
Communicate professionally with corporate legal departments and law firms via email and phone
Assist with basic data updates, user questions, and system navigation support
Contribute to internal documentation and knowledge base improvements
Participate in team meetings, training sessions, and continuous improvement initiatives
Support additional tasks or projects as assigned
Qualifications & Skills Education and Experience
Bachelor’s degree or equivalent work experience preferred
0–2 years of customer support, help desk, or client-facing experience
Experience with SaaS platforms or ticketing systems (e.g., Jira) is a plus
Exposure to legal technology is helpful but not required
Skills & Competencies
Strong communication skills (written and verbal)
Customer-focused mindset with a professional and approachable demeanor
Basic analytical and problem-solving skills
Strong attention to detail and organizational skills
Ability to manage multiple tasks in a fast-paced environment
Proficiency in Microsoft Office
Benefits
Competitive compensation package
401(k) retirement plan
Comprehensive medical coverage with 90% of premiums covered by the Company from day one
Flexible work arrangements supporting a healthy work-life balance and Global
15 days of paid time off per year, accrued
Access to an onsite gym at our Wilmington office
Recruitment Process
Interview with Talent Acquisition Team (30 mins)
Interview the Client Software Support Manager (45 mins)
Interview with the Head of Customer Success (45 mins)
Nothing in this job description or any related document alters the at-will nature of the employment relationship. Employment may be terminated by either the employee or the company at any time, with or without cause or notice.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
#J-18808-Ljbffr