DiliTrust

Customer Support

• 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

Client Software Support Representative

Business Development Rep

• Your main objective is to generate qualified appointments that turn into sales opportunities for our Account Executives, who are responsible for closing deals.
• Collaborate closely with Account Executives on prospecting strategies and build strong BDR x AE tandems — cohesion and solidarity are key!
• Phone prospecting to secure as many qualified meetings as possible in a stimulating and challenging environment.
• Complement phone outreach with multi-channel campaigns (email and LinkedIn) — build creative strategies to optimize the lead generation process.
• Conduct qualification meetings, or even end-to-end sales cycles in the Mid-Market / Enterprise segment.

Client Software Support Representative

Business Development Representative