Client Software Support Representative
DiliTrust
full-time
Posted on:
Location Type: Hybrid
Location: Wilmington • United States
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Job Level
About the role
- 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
Requirements
- 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
- 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
- 15 days of paid time off per year, accrued
- Access to an onsite gym at our Wilmington office
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingticketing systemsdata updatesproblem-solvingdocumentationSaaS platformslegal case managemente-billing softwareMicrosoft Office
Soft Skills
communication skillscustomer-focused mindsetattention to detailorganizational skillsability to manage multiple tasksprofessional demeanorapproachabilityanalytical skills
Certifications
Bachelor’s degree