Customer Care Representative - Level 2

Join DiliTrust, a leading software-as-a-service (SaaS) provider in the legal tech industry. As a Customer Care Representative - Level 2, you will manage customer support tickets, troubleshoot issues, and provide clear explanations to customers and internal teammates. You will also participate in scheduled customer calls, complete operational health checks, and maintain accurate ticket records. The ideal candidate will have at least three years of experience in SaaS support or a similar customer-facing environment.

Responsibilities

• Gérer les tickets de support client assignés, prioriser les demandes et communiquer les mises à jour.
• Diagnostiquer et résoudre des problèmes modérément complexes liés aux flux de travail, aux configurations et aux intégrations.
• Participer aux appels clients programmés pour le dépannage en direct, le suivi et l'escalade.